Quality Control Report
Quality Control Report
This report shows quality control call activity within user-selected parameters. If displayed as HTML, it will output each individual call with a header row that shows things like the call date, agent, campaign, call status, QC scorecard and QC result. Underneath that, each checkpoint in the scorecard applied to call will be displayed as individual rows with scores and comments per checkpoint. The report can also be downloaded as a CSV where each call will be a row in the resulting file with the checkpoint data appended toe ach row.
CALL DATE = The date range in which the call was originally made.
FINISH DATE = The date the QC agent who evaluated the call marked it as finished. This will automatically filter out unfinished calls if this is used, regardless of what QC statuses (see below) are selected.
CAMPAIGNS = The campaign the original call was made under.
QC STATUS = The current status of the call in the quality control system - this is NOT the call status from dialing.
USERS = The agent(s) who placed the original calls.
QC AGENTS = The agents who evaluated the call in the quality control system.
SHOW %s = If this box is checked, the scores given by the QC agents will be displayed as percentages instead of points.
SEARCH ARCHIVED DATA = If this is checked, the archived quality control log tables will be searched if they exist.
*** NO RESULTS FOUND ***