Objective

Applies To

• Quality Management & Speech Analytics
• Reporting

Procedure

1. Log in to Quality Management.
2. From the left menu, select Reports.
3. On the right side of the page, select New.
4. Select Quality Scoring Trends.
   
   
5. Under Edit, give the report a name.
   
   
6. Define report filters:
   1. Select the date range at the top.
   2. Filter by (select and define all that applies):
      • Main Group
      • Evaluator*
      • Template
        *When defining multiple evaluators, do not type in the evaluator's names to search; scroll down the list of names to select, then click OK.
   3. Report Layout
      • Group By:
        • Select Group to view trending results for entire team.
      • Row:
        • Select Section to see trending results by QA section.
        • Or select Question to see trending results by each question.
      • Col:
        • Select Month to see trending results by month.
        • or select Week to see trending results by week.
   4. Click Save.
7. Click any of the scores to view the evaluations that make up the average score.