Trending Report

Trending Report helps to identify various trends through filters provided such as location, partner, period, overall score, auto fails, agent, supervisor, and QA level as well as from section and partner level.

To view this report, select Reports > Report > Trending/Audit Trail /Tactical Report > Trending Report as shown below:

The following page will be displayed.

This report can also be accessed directly from the Reports > Trending Report.

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 a program from the dropdown list which will display the Program Names 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	Select the Partner name from the dropdown list which will display the different Partner Names.
Duration Level	Select the type of time duration from the dropdown list which includes: Daily Weekly Monthly
Criteria	Select the type of criteria from the dropdown list.
Trend Level	Select the trend level from the dropdown list that displays the type of user to be selected. This includes: Agent Supervisor Evaluator
Show All Agents	Select this checkbox for this report to display data for all the agents.
Hide Supervisor?	Select this checkbox to hide the supervisors’ details on the report.
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. 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.