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Quality Evaluation

Quality Evaluation is a report category where quality evaluation scores, assessments, appeals, and performance data for call center teams are tracked.

  • To access this report category, follow Reports > Agent Reports > Quality Evaluation.
  • You can customize the columns displayed in the reports according to your needs. To do this, click Column Manager and activate or deactivate the columns you want to display.
  • You can also use the AI feature to filter your reports. To do this, click the AI button at the top of the screen. Enter the criteria for the report you want to prepare in the chat field that opens and submit them. The report is automatically prepared according to the criteria you specify.
  • You can use the filter fields at the top of the reports to search based on date and other criteria. You can also enter relevant information in the Search field to find the records you are looking for.
  • You can export the reports in this category in Excel, PDF, CSV, XML, and JSON formats.
  • The Quality Evaluation category includes Agent Scoring Summary, Evaluation Details, Evaluator Activity, Appeal Report, and Quality Trend reports.

1. Agent Scoring Summary

Agent Scoring Summary is a report that provides a summary of the scores agents receive as a result of quality evaluations and their evaluation performance.

  • To access this screen, follow Reports > Agent Reports > Quality Evaluation > Agent Scoring Summary.

The report contains the following information:

  • Agent: The name of the agent being evaluated.
  • Evaluation Count: The total number of evaluations conducted for the agent.
  • Average Score: The average of the scores received by the agent.
  • Avg. Max.: The average value of the maximum scores defined in the evaluation forms.
  • Average: The average success percentage achieved by the agent across the evaluations.
  • Reset: Indicates the status related to resetting the agent's scoring data.
  • Last Evaluation: The date and time of the most recent evaluation conducted for the agent.

2. Evaluation Details

Evaluation Details is a report that allows you to examine quality evaluations conducted for agents in detail, including information such as the date, evaluator, form, channel, and appeal status.

  • To access this screen, follow Reports > Agent Reports > Quality Evaluation > Evaluation Details.

The report contains the following information:

  • Date: The date and time when the evaluation was conducted.
  • Agent: The name of the agent being evaluated.
  • Evaluator: The name of the person who conducted the evaluation.
  • Form: The name of the form used during the evaluation.
  • Score: The score received by the agent as a result of the evaluation.
  • Max.: The maximum score that can be obtained using the evaluation form.
  • Success: The success percentage calculated by comparing the agent's score with the maximum score.
  • Channel: The communication channel through which the evaluated interaction took place, such as a call or WhatsApp.
  • Appeal Status: Indicates whether the agent has appealed the relevant evaluation and the current status of the appeal.

3. Evaluator Activity

Evaluator Activity is a report that tracks data related to the number of evaluations conducted by evaluators, the number of agents they have evaluated, and their scoring performance.

  • To access this screen, follow Reports > Agent Reports > Quality Evaluation > Evaluator Activity.

The report contains the following information:

  • Evaluator: The name of the person who conducted the evaluations.
  • Evaluation Count: The total number of evaluations conducted by the evaluator.
  • Agent Count: The total number of different agents evaluated by the evaluator.
  • Total Listening Duration: The total duration of calls listened to by the evaluator as part of the evaluations.
  • Average Score: The average of the scores given by the evaluator across the evaluations.
  • Average: The average success percentage of the evaluations conducted.
  • Last Evaluation: The date and time of the most recent evaluation conducted by the evaluator.

4. Appeal Report

Appeal Report is a report that tracks appeals submitted by agents regarding the scores they received as a result of quality evaluations and the process information related to these appeals.

  • To access this report, follow Reports > Agent Reports > Quality Evaluation > Appeal Report.

The report contains the following information:

  • Date: The date and time when the appeal record was created.
  • Agent: The name of the agent who appealed the evaluation score.
  • Evaluator: The name of the person who conducted the evaluation subject to the appeal.
  • Form: The name of the evaluation form related to the appeal.
  • Status: The current status of the appeal.
  • Resolution Date: The date and time when the appeal was resolved.
  • Reason: The explanation or reason provided by the agent when submitting the appeal.

5. Quality Trend

Quality Trend is a report that allows you to track the number of evaluations and average success data related to quality evaluations by date through a graph.

  • To access this screen, follow Reports > Agent Reports > Quality Evaluation > Quality Trend.
  • The evaluation count and average success data are displayed on a daily graph. You can use the date filter to examine quality evaluation data for the date range you specify.