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 multiple choice for "Time";
2. Dropdown list with multiple choice for "Scorecard";
3. Dropdown list with multiple choice for "Rated by";
4. Dropdown list with multiple choice for "Team";
5. Dropdown list with multiple choice for "User";
6. Table "Agents";
7. Section "Information";
8. Table "Calls".

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Fig.1. "Audit: Agents" dashboard

1.1.  Dropdown list with multiple choice for "Time"

Designed to filter dashboards by call creation time or the time of its evaluation.

1.2.  Dropdown list with multiple selection for "Scorecard"

Designed for selecting scorecards for which information needs to be viewed.

1.3.  Dropdown list with multiple selection for "Rated by"

Designed to filter all ratings given by an individual user.

1.4.  Dropdown list with multiple selection for "Team"

Designed for filtering reports by agent's team.

1.5.  Dropdown list with multiple selection for "User"

Used to filter all evaluations made by a particular user.

1.6.  Table "Agents"

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Fig. 2. "Agents" table

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"

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Fig. 3. "Information" block

Consists of the following sub-blocks:

• Rated calls - total number of rated calls selected by the filter;
• Mandatory, avg - average rating for mandatory questions of agent selected by the filter;
• Optional, avg - average rating for optional questions of agent selected by the filter.

1.8.  Table "Calls"

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Fig. 4. "Calls" table

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 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.