1. Description

This report contains information about call evaluations conducted by Auditors using the web application Webitel Audit.

The dashboard consists of:

1. Dropdown list with multi-select "Time";

2. Dropdown list with multi-select "Scorecard";

3. Dropdown list with multi-select "Rated by";

4. Dropdown list with multi-select "Team";

5. Dropdown list with multi-select "User";

6. Table "Agents";

7. Section "Information";

8. Table "Calls".

Open

Fig.1. "Audit: Agents" dashboard

1.1. Dropdown list with multi-select "Time"

It is designed to filter dashboards by call creation time or the time of its evaluation.

1.2. Dropdown list with multi-select "Scorecard"

It is designed for selecting Scorecards for which information needs to be viewed.

1.3. Dropdown list with multi-select "Rated by"

It is designed to filter all ratings given by an individual User.

1.4. Dropdown list with multi-select  "Team"

It is designed for filtering reports by the Agent's Team.

1.5. Dropdown list with multi-select "User"

It is used to filter all evaluations made by a particular User.

1.6.  Table "Agents"

Open

Fig. 2. "Agents" table

It consists of the following columns:

• User - the username of the User whose calls were evaluated;

• Team - the name of the Team to which the Agent responsible for the evaluated call belongs;

• Rated calls - the number of evaluated calls;

• Mandatory, sum - the overall rating of a specific Agent for mandatory questions;

• Mandatory, avg - the average rating of a specific Agent for mandatory questions;

• Optional, sum - the overall rating of a specific Agent for optional questions;

• Optional, avg - the average rating of a specific Agent for optional questions.

1.7.  Section "Information"

Fig. 3. "Information" section

It consists of the following blocks:

• Rated calls - total number of rated calls selected by the filter;

• Mandatory, avg - average rating for mandatory questions of an Agent selected by the filter;

• Optional, avg - average rating for optional questions of Agent selected by the filter.

1.8.  Table "Calls"

Fig. 4. "Calls" table

It consists of the following columns:

• Date/Time - the date and time of call initiation;

• Direction - the call direction (inbound or outbound);

• Queue - the name of the Queue from which the call originated;

• Caller phone - the phone number of the Subscriber initiating the call;

• Destination phone - the phone number of the Subscriber who received the call;

• Dialer phone - the phone number dialed by the initiator to make the call;

• Client ID - any call-related variable that can be displayed in this column;

• Responsible - the User responsible for the call that was evaluated;

• Team - the name of the Team the User belongs to;

• Supervisor - the name of the Agent's Supervisor;

• Evaluation date - the date of evaluation. Clicking on the time of a specific call opens the Audit: Form dashboard;

• Rated by - the username of the User who evaluated the call;

• Scorecard - the name of the Scorecard used for call evaluation;

• Mandatory questions - the number of mandatory questions answered within the Scorecard;

• Optional questions - the number of optional questions answered within the Scorecard;

• Comment - the comment left by the User who evaluated the call;

• Duration - the call duration from the moment of dialing;

• Talk duration - the conversation duration from the moment the Subscriber answered;

• Recording - the identificator of the call recording.