To view and export reports, a user must be administrator or have the Agent Evaluation Report permission.
The following reports are available:
Project Reports
This report presents the scores per project. The data in this report can be filtered on a particular agent. It is possible to view the total score, or zoom in on the individual questions, by selecting one of the evaluation forms. It is possible to zoom in further for the details per call (Evaluated Calls Report).
Agent Reports
This report presents the scores per agent. The data in this report can be filtered on a particular project. It is possible to view the total score, or zoom in on the individual questions, by selecting one of the evaluation forms. It is possible to zoom in further for the details per call (Evaluated Calls Report).
Evaluated Calls Report
This report presents the call evaluation data per evaluated call. The data in this report can be filtered on a particular project, and agent. The score data in this report can also be viewed graphically in a line or bar chart. These charts can show, for example, how the performance of an agent has progressed over time.
The report data in tables can be exported to CSV format, for import in spreadsheet software, or other compatible software. The CSV file is stored in UTF-8 encoding, using the comma (,) a separator, and the double quotation mark (") as field start and end marker.
Example screen with a bar chart of the score:
