1. Description

This report contains information about Scorecards for call evaluation made by Auditors.

Consists of:

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

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

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

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

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

6. "Information" table;

7. "Form" table.

Open

Fig. 1. "Audit: Forms" 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 "Team"

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

1.3. Dropdown list with multi-select "Scorecard"

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

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

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

1.5. Dropdown list with multi-select "User"

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

1.6. "Information" table

Open

Fig. 2. "Information" table

The table displays general information about active and archived call assessment Scorecards.

It consists of the following columns:

• Active - current status of the Scorecard. "+" – active, "-" – inactive;

• Archive - current status of the Scorecard. "+" – archived, "-" – not archived;

• Creation Date – the date when the call assessment Scorecard was created;

• Title – the title of the call assessment Scorecard;

• Number of evaluations – count of assessments conducted for a specific Scorecard;

• Description – the description of the Scorecard (added during the creation or editing of the Scorecard).

1.7. "Form" table

Fig. 3. "Form" table

This table displays general information about a specific Scorecard.

It consists of the following columns:

• Criterion No. – the question number in the Scorecard;

• Criterion – the question from the Scorecard;

• Type – the question type (available types: mandatory, optional);

• Answer type – the type of answer that can be given by the User who rated the call
  (available types: multiple choice, rating);

• Min score – the minimum score that can be given by the User who rated the call
  for a specific question;

• Max score – the maximum score that can be given by the User who rated the call 
  for a specific question;

• Avg result – the average value of all evaluations for a specific question in the Scorecard
  (calculated based on all calls evaluated using this Scorecard);

• Min result – the minimum evaluation value given for a specific question;

• Max result – the maximum evaluation value given for a specific question.