1. Description

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

The dashboard consists of:

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

Fig.1. "Audit: Agents" dashboard

1.1.

 Dropdown list with

multi-select "Time"

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

1.2.

Dropdown list with

multi-select "Scorecard"

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

1.3.

Dropdown list with

multi-select "Rated by"

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

1.4.

Dropdown list with

multi-select  "Team"

Designed It is designed for filtering reports by agentthe Agent's teamTeam.

1.5.

Dropdown list with

multi-select "User"

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

1.6.  Table "Agents"

Fig. 2. "Agents" table

Consists It consists of the following columns:

• User - the username of the user User whose calls were evaluated;
• Team - the name of the team Team to which the agent Agent responsible for the evaluated call belongs;
• Rated calls - the number of evaluated calls;
• Mandatory, sum - the overall rating of a specific agent Agent for mandatory questions;
• Mandatory, avg - the average rating of a specific agent Agent for mandatory questions;
• Optional, sum - the overall rating of a specific agent Agent for optional questions;
• Optional, avg - the average rating of a specific agent Agent for optional questions.

1.7.  Section "Information"

Fig. 3. "Information" blocksection

Consists It 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 an Agent selected by the filter;
• Optional, avg - average rating for optional questions of agent Agent selected by the filter.

1.8.  Table "Calls"

Fig. 4. "Calls" table

Consists 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 Queue from which the call originated;
• Caller phone - the phone number of the subscriber Subscriber initiating the call;
• Destination phone - the phone number of the subscriber 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 User responsible for the call that was evaluated;
• Team - the name of the team Team the user User belongs to;
• Supervisor - the name of agentthe Agent's supervisorSupervisor;
• 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 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 scorecardScorecard;
• Optional questions - the number of optional questions answered within the scorecardScorecard;
• Comment - the comment left by the user User who evaluated the call;
• Duration - the call duration from the moment of dialing;
• Talk duration - the conversation duration from the moment the subscriber Subscriber answered;
• Recording - the identificator of the call recording.