Audit: forms
- Olga Zaritska
- Olesya Tantsyura
1. Description
This report contains information about Scorecards for call evaluation made by Auditors.
Consists of:
- Dropdown list with multi-select "Time";
- Dropdown list with multi-select "Team";
- Dropdown list with multi-select "Scorecard";
- Dropdown list with multi-select "Rated by";
- Dropdown list with multi-select "User";
- "Information" table;
- "Form" table.
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
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.