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Category: Quality Management Reports

Description

The Groups Quality vs Productivity (Average Call Duration) report compares the quality of the group and the productivity of the group for each group, providing the data collected from scorecards and call details information. The productivity of the group is represented by the average duration of the handled calls. The report details information grouped by group(s).

Filter options

AgentOnly evaluations for the selected agent(s) will be displayed
Evaluated byOnly evaluations for the selected evaluator(s) will be displayed
Evaluation formOnly evaluations for the selected evaluation form(s) will be displayed
Evaluation projectOnly evaluations for the selected evaluation project(s) will be displayed
GroupsOnly evaluations for the selected group(s) will be displayed
ScoreOnly evaluations for the selected score(s) will be displayed
QuestionOnly evaluations containing the selected answer(s) for selected question(s) will be displayed.

Information

  • Query Interval
  • Print Date
  • Record Count
  • User
  • Group Name
  • Number of Evaluations
  • Average Call Duration
  • Group Average Score

Charts

  • Groups Quality vs. Productivity (Average Call Duration) Comparison Chart

 

Report sample