Audit: Agents
- Olga Zaritska
- Olesya Tantsyura
Owned by Olga Zaritska
1. Description
This report contains information about call evaluations conducted by Auditors using the web application Webitel Audit.
The dashboard consists of:
- Dropdown list with multi-select "Time";
- Dropdown list with multi-select "Scorecard";
- Dropdown list with multi-select "Rated by";
- Dropdown list with multi-select "Team";
- Dropdown list with multi-select "User";
- Table "Agents";
- Section "Information";
- Table "Calls".
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"
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.