Quality Assurance Agent Report Definitions

Quality Assurance Agent Report Definitions

This report shows information pertaining to QA Surveys entered for calls and orders for a given date range and can be broken down to the agent level.

A survey must be attached to a recording to appear in this report.

Quality Assurance Agent Report Column Definitions
# CallsThe number of calls in the date range
# Calls QAThe number of calls that have a QA Survey attached to them (boolean, either a call had a QA Survey or not)
# Tot Call QASThe total number of QA Surveys for calls (count, since there can be more than one QA Survey for a call)
Calls QA %# Calls QA / # Calls
Calls Avg ScoreThe average score of all the call QA Surveys for that grouping level
# OrdsThe number of orders in the date range
# Ords QAThe number of orders that have a QA Survey attached to them (boolean, either an order had a QA Survey or not)
# Tot Ord QASThe total number of QA Surveys for orders (count, since there can be more than once QA Survey for an order)
Ords QA %# Ords QA / # Ords
Ords Avg ScoreThe average score of all the order QA Surveys for that grouping level
# Calls - Ords QA# Calls QA - # Ords QA
 
FILTERS
Date RangeThe date range of the calls/orders
QA Date RangeThe date range that the survey was entered
Showing Batch Entered OrdersWhether or not the call/order was part of a data entry batch
Showing Imported CallsWhether or not to show calls that were imported into OLX
ClientThe client of the source of the call/order
CampaignThe campaign of the source of the call/order
TeamThe team of the employee who took the call/order
QA TeamThe team of the employee who entered the survey
EmployeeThe employee who took the call/order
QA EmployeeThe employee who entered the survey
 
GROUPING
CampaignThe campaign of the source of the call/order
ClientThe client of the source of the call/order
DateThe date range of the calls/orders
Day of WeekThe day of week of the calls/order
EmployeeThe employee who took the call/order
HourThe hour of the calls/orders
QA DateThe date range that the survey was entered
QA Day of WeekThe day of week that the survey was entered
QA EmployeeThe employee who entered the survey
QA HourThe hour that the survey was entered
QA TeamThe team of the employee who entered the survey
TeamThe team of the employee who took the call/order
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