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A Management Information report showing a list ScoreCard reviews.
ScoreCard Summary Panel
Shows details of the review scores achieved for each user within each user group that has been reviewed.
| • | Calls - the total number of ScoreCard reviews that have been carried out for this user; |
| • | Average Score - the average ScoreCard review score; |
| • | Highest Score - the highest ScoreCard review score; |
| • | Lowest Score - the lowest ScoreCard review score. |
ScoreCard Coverage Panel
Shows for each call class the percentage of the total number of calls that have been reviewed.
ScoreCards Panel
| • | Call - the date and time of the original call; |
| • | Duration - of the original call; |
| • | User Name - the username of the agent that handled the original call; |
| • | Call Recording - a link to the call recording of the original call; |
| • | Customer - the remote party for the original call; |
| • | Outcome - the business outcome(s) associated with the original call; |
| • | Review Call - the date and time that the call was reviewed; |
| • | Reviewer - the name of the user that performed the review; |
| • | Overall Score - the overall score for the call - this is the average of the individual review item scores. |
ScoreCard Summary Over Time Panel
Shows details of the review scores achieved for each date that one or more reviews were done.
| • | Date - when the reviews were carried out; |
| • | Minimum Score - the minimum ScoreCard score completed on that date; |
| • | Maximum Score - the maximum ScoreCard score completed on that date; |
| • | Average Score - the average ScoreCard review score. |