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1. Description
This report contains information about call evaluations conducted by auditors Auditors using the web application Webitel Audit.
The dashboard consists of:
- Dropdown list with multiple choice for multi-select "Time";
- Dropdown list with multiple choice for multi-select "Scorecard";
- Dropdown list with multiple choice for multi-select "Rated by";
- Dropdown list with multiple choice for multi-select "Team";
- Dropdown list with multiple choice for multi-select "User";
- Table "Agents";
- Section "Information";
- Table "Calls".
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Fig.1. "Audit: Agents" dashboard
Dropdown1.1.
Dropdown list with
multiple choice formulti-select "Time"
Designed It is designed to filter dashboards by call creation time or the time of its evaluation.
1.2.
DropdownDropdown list with
multiple selection formulti-select "Scorecard"
Designed It is designed for selecting scorecards Scorecards for which information needs to be viewed.
1.3.
DropdownDropdown list with
multiple selection formulti-select "Rated by"
Designed It is designed to filter all ratings given by an individual userUser.
1.4.
DropdownDropdown list with
multiple selection formulti-select "Team"
Designed It is designed for filtering reports by agentthe Agent's teamTeam.
1.5.
DropdownDropdown list with
multiple selection formulti-select "User"
Used It is used to filter all evaluations made by a particular userUser.
1.6. Table "Agents"
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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"
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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"
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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.
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