Agent survey results can be accessed by the administrator, campaign manager, QA assessor/manager, and team leader.
The agent cannot see their survey results.
Survey scores can be found in Reports, which is accessible from your QA Manager dashboard.
Step 1: From the QA dashboard, select Reports on the right-hand side of your screen.
Step 2: In the Reports section, scroll down to Quality Assessment and select which survey report you would like to access.
Step 3: Define the criteria for your report:
- Select Team
- Select the name of a specific agent or select 'all'
- Select the QA form
- Add a date. You can select the month you want to draw a report of
Click Download Report
Step 4: Once the report has been generated, it will be automatically downloaded. It will be delivered as a CSV file, which can easily be imported into Excel.