Call Level QA Score

Call Level QA score displays the QA score of the calls for the selected duration.

To access this feature, click on the Menu button or move the mouse on the left side of the page to open the menu bar, then click on the Reports option and select Report, as shown below:

Menu > Reports > Report

The system will direct the user on the Reports page, click on the Reports Home button as highlighted in the screen below:

Reports Page > Reports Home Button

The Reports Home window will be opened on the same page. The Search Bar displayed on the window allows the user to search any specific report by entering keywords in the search bar text-box, as shown below:

Reports Home Window > Search Bar Text-Box

To view this report, select Overall Performance Report > Call Level QA Score as shown below:

Overall Performance Report > Call Level QA Score

The Call Level QA Score page will be displayed.

Call Level QA Score Page

Configure the following fields to view the required result:

Screen Elements	Description
Start Date	To set the date range, firstly, select a start date.
End Date	Select the end date.
Client Name	Select the name of the client from the dropdown list.
Program Name	Select the name of the program from the dropdown list as per the selection of the Client Name.
Evaluation Form Name	Select the name of the evaluation form from the dropdown list.
Sub Program Name	Select the name of the sub-program from the dropdown list.
Location	Select the location name.
Agent	Enter the initial characters of the agent’s name and select the name from the dropdown list displayed. Note: If the agent name is not selected, it displays the reports for all the agents.
Supervisor Name	Enter the initial characters of the supervisor’s name and select the name from the dropdown list displayed.
Partner Name	Select the name of the partner from the drop-down list.
Date Type	Evaluation Date: Select the radio button to search on the basis of the Evaluation date. Call/Chat Date: Select the radio button to search on the basis of the call/chat date. Modified Date: Select the radio button to search on the basis of the evaluation form modified date.
Evaluator Role	Select the required Evaluator role from the left-hand side box which will display the list of all the user roles of higher order which includes: Admin Agent Ops Manager QA Manager QA Supervisor QA Verifier Supervisor One can also search the roles by entering the role’s name in the Filter field. Once the role(s) is selected, click on button, and the selected role(s) will be moved to the right-hand side box. To move all the roles to the right-hand side box at once, click on button. To remove a few roles from the right-hand side box and move them back to the left-hand side box, firstly, select such roles and then, click on button. To move all the roles from the right-hand side box to the left-hand side box at once, click on button.