Overview of the quality assessment report

The quality assessment report indicates you how well your agents are performing from a QA perspective.  

The data will give you an overview of the QA's opinion of an agent's scoring, as well as a detailed breakdown of the individual scores. Assessments are tagged with information about the QA and agent.

The following rows of data are included in a quality assessment report:

General information

• Date
  • Shows the date on which the assessment was done.
• Time
  • Shows the time at which the assessment was done.

Agent information

• Team Names
  • Shows the teams that the agent forms part of.
• Agent Name
  • Shows the first name of the agent under assessment.
• Agent Surname
  • Shows the surname of the agent under assessment.

QA information

• QA Name
  • Shows the first name of the QA who performed the assessment.
• QA Surname
  • Shows the surname of the QA who performed the assessment.

Assessment information

• Form Name
  • Shows the title of the assessment form.
• Overall Score
  • Shows how well the agent was considered to perform overall.
• Pass Requirement
  • Shows the score required for the agent to pass the assessment.
• Pass
  • Shows whether or not the agent did, in fact, pass the assessment.

Assessment details

• Questions
  • Shows (per question) what was asked in the assessment.
• Answers
  • Shows (per question) what score the QA gave the agent.