User Manual

Call Level QA Score

The report displays the QA score of the calls for selected duration.

To view the report, click Reports tab in the menu bar, select Report>Overall Performance Report>Call Level QA score.

Reports Home page

 

Screen Elements

 

 

Description

Start Date

Click to display the calendar on screen. Choose a date, click on close option on the calendar or hit the Esc key to close.

End Date

Click to display the calendar on screen. Choose a date, click on close option on the calendar or hit the Esc key to close.

Client Name

Select the Client Name from dropdown list.

Program Name

Program Names are displayed as per the client name selected.

Select the Program name from the dropdown list.

Evaluation Form Name

Evaluation Forms are displayed as per the client name and program name selected.

Select the Evaluation Form 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

Select the partner.

 

 

 

Date Type

Evaluation Date:

Select the radio button to search on basis of Evaluation date.

Call/Chat Date:

Select the radio button to search on basis of call/chat date.

Modified Date:

Select the radio button to search on basis of evaluation form modified date.

 

Hidden Screen Element

Evaluator Role

Click select all arrow to select and enter all the roles in the selection box.

To select a role, click select arrow.

Enter the search criteria, and click Generate report.

Toolbar

Toolbar

Click Expand collapse arrows to expand or collapse the sections on screens.

Callwise QA score report 1
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