Quality Monitor - Release 2 · o Questionnaire The Questionnaire option enables you to choose a single Questionnaire that you would like to perform. Note: Only ‘Published’ Questionnaires

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Quality Monitor - Release 2.4

S C O R E R G U I D E

Quality Monitor version 2.4

Alcatel-Lucent name and logo are trademarks Ref. ALESVC50174 Ed.13 Page 2/56 of Nokia used under license by ALE. All rights reserved.

Legal notice

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The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To

view other trademarks used by affiliated companies of ALE Holding, visit: www.al-

enterprise.com/en/legal/trademarks-copyright. All other trademarks are the property of their respective owners. The information presented is subject to change without notice.

Neither ALE Holding nor any of its affiliates assumes any responsibility for inaccuracies

contained herein. © 2019 ALE International.

http://www.al-enterprise.com/

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Index table

1 Document history ......................................................................... 5

2 Introduction ................................................................................ 7

2.1 Overview – The Product .............................................................................. 7

2.2 Quality Monitor Roles ................................................................................. 7

2.3 Intended Readership .................................................................................. 7

2.4 Applicability Statement ............................................................................... 7

2.5 Overview of this manual.............................................................................. 7

2.6 What's new .............................................................................................. 8

2.7 Known limitations / restrictions .................................................................... 8

2.8 Customer Support ...................................................................................... 8

3 Glossary of Terms ........................................................................ 9

4 Quality Monitor – Start up ............................................................. 10

4.1 Launching Quality Monitor .......................................................................... 10

4.2 Menu Options .......................................................................................... 11

5 Scorecards ................................................................................. 12

5.1 Starting a new Scorecard ............................................................................ 12 5.1.1 Scorecard Details ......................................................................................16 5.1.2 Questionnaire ...........................................................................................16 5.1.3 Call Player...............................................................................................17 5.1.4 Tagging a Question ....................................................................................19 5.1.5 Saving a Scorecard ....................................................................................21 5.1.6 Scorecard Comments .................................................................................21 5.1.7 Send Scorecard ........................................................................................21

5.2 Instant Tutorials ....................................................................................... 22

5.3 Editing a Scorecard ................................................................................... 24

6 Tutorials ................................................................................... 31

7 Dashboard ................................................................................. 33

7.1 Dashboard Overview.................................................................................. 33

7.2 Dashboard Panels ..................................................................................... 33

8 Reporting................................................................................... 37

8.1 Reports Overview ..................................................................................... 37

8.2 Selecting a Report .................................................................................... 37

8.3 Summary of Reports .................................................................................. 37



8.4 Date Selection ......................................................................................... 52

8.5 Sample Report ......................................................................................... 53

9 Appendices ................................................................................. 54

9.1 User Access Rights .................................................................................... 55 9.1.1 User Access Matrix ....................................................................................55



1 Document history

Edition Date Changes / Comments / Details

01 31/10/2013 Initial Product Manual

02 07/04/2013 Added new document reference to footer

03 22/10/2014 Amended section on Accessing Quality Monitor General Updates to Campaign & Scorecard & Tutorial Sections Updated details on all reports which were out of date

04 22/06/2016

Section n/a General grammar changes Where appropriate changed Supervisor to Scorer throughout document Section 5.1.3

Added comment relating to red highlighted questions, which signify that the question was scored negatively. Section 5.3 Included details on scorecard search criteria

Added a diagram detailing flow of a scorecard between scorer & agent Added additional details & screenshots on reviewing a scorecard that has been returned by the agent Section 8.3

Added summary for new Consolidated scorecard Detail Report Renamed ‘Report Title’ to ‘Report Name’ for all reports. Renamed evaluation report as scorecard report Updated report screenshots and report details

05 08/09/2015

Section n/a Legal Notice changed

Section n/a Updated footer copyright Section n/a Updated header logo

Section n/a Last page URL changed Section n/a GUI changes screenshots validated

Section 5.1.3 Screenshot validated

06 26/10/2015 Section 8.5 Updated screenshot

07 01-03-2016

Section 4.1

Validated screenshot Section 5.1.4 Updated screenshot Added a note that add the URL without http://

Section 7 Validated the entire section to include the new changes Section 8.3 Added new reports

08 26-06-2016 Section 5 Added a note that super admin calls will not be available for scoring.

09 01-11-2016 Screenshots have been updated.

10 15-06-2018

Legal notice has been updated. Page footer has been updated with the latest logo information. Quality Monitor version info has been changed. Section 5.1.4

An important note has been added about the size of the fie that can be uploaded.



Edition Date Changes / Comments / Details

11 15-09-2018 Section 2.2 New section with details about QM admin, scorer and agent.

12 15-09-2019 Legal notice on 2nd and last page has been updated.

13 15-12-2019 Section 2.7

A known limitation / restriction has been added.



2 Introduction

2.1 Overview – The Product

Quality Monitor is a Call Quality Assurance module for use in conjunction with OmniPCX RECORD. Primarily, Quality Monitor is designed for the tutoring and management of call centre agents, however, the solution also includes comprehensive reporting and statistics so that supervisors can both understand and improve the performance of their call centre.

2.2 Quality Monitor Roles

There are three primary roles in Quality Monitor as follows: QM Admin OmniPCX RECORD default super admin becomes QM admin. This user is responsible for overall configuration (Questionnaire and Campaigns) of Quality Monitor module. Only default super admin user doesn’t require a QM license. Please refer to section 34 Permissions in the OmniPCX RECORD guide for more information about the security group and their access rights. QM Scorer This user is responsible for evaluating the agents in his team using the questionnaires created by the QM admin. This user requires a QM license. You need to activate a user for QM and assign Group Admin security group to that user to make him a QM Scorer. Please refer to section 34 Permissions in the OmniPCX RECORD guide for more information about the security group and their access rights. QM Agent This user belongs to a team and his calls are evaluated by the QM Scorer. This user has limited rights. This user requires a QM license. You need to activate a user for QM and assign Agent security group to that user to make him a QM Agent. Please refer to section 34 Permissions in the OmniPCX RECORD guide for more information about the security group and their access rights.

2.3 Intended Readership

This manual targets the Quality Monitor Evaluator/Scorer. This manual is not relevant to the installation of the product or its administration

2.4 Applicability Statement

This manual applies to the evaluation / scoring activities related to: Quality Monitor 1.x.

2.5 Overview of this manual

This Scorer Guide assumes that Quality Monitor has been installed and configured. Initially the guide provides an overview of the solution and explains in simple terms how the product operates.

The activities detailed in this document are done so by firstly explaining the functionality and then where necessary a screenshot is provided for visual assistance. This is intended to both assist the reader in visualizing the system architecture and better understanding the

functional logic.



A Table of Contents is provided at the beginning of this guide which includes direct links to the appropriate document sections. To review a section, simply click the appropriate item and you will be taken directly to it.

2.6 What's new

Not applicable.

2.7 Known limitations / restrictions

From OmniPCX RECORD Release 2.4.0.7 onwards, QM will no longer support video calls with avi format. This is applicable in all compatible browsers including Internet Explorer. From OmniPCX RECORD Release 2.4.0.7 onwards, video calls (avi format) have to be converted into MP4 format before they are played on QM.

2.8 Customer Support

Please contact your system administrator or Alcatel-Lucent Business Partner for support on this product



3 Glossary of Terms

CSTA Computer Supported Telephonic Application (CTI)

ICS Integrated Communication System

IIS Internet Information Server

OXE OmniPCX Enterprise (PBX)

PBX Private Branch Exchange

SMTP Simple Mail Transfer Protocol

SNMP Simple Network Management Protocol

TCP Transfer Control Protocol

TDM Time Division Multiplexing (Digital and Analogue)

UC Unified Communications

UDP User Datagram Protocol

VoIP Voice Over Internet Protocol

QM Quality Monitor



4 Quality Monitor – Start up

4.1 Launching Quality Monitor

Quality Monitor is accessed directly from OmniPCX RECORD using the menu option in the left hand menu panel as shown below:

After clicking the Quality Monitor menu option, you will enter the Quality monitor Module and will be presented with the following screen:



4.2 Menu Options

To the left you will see the menu panel titled Quality Monitor, see below. In this section you can invoke each entry by clicking on it. Whenever an option is selected, the main

window to the right will show the corresponding details.

Note: Access to Menu Options is controlled by permissions. If you do not have access to the required options, please contact your administrator.



5 Scorecards

Scorecards are generally actioned by a team supervisor (Known as the scorer), and can be

performed using a pre-defined Campaign or directly from a single Questionnaire.

Before starting, you, the scorer is required to select the appropriate Team and Agent for which the Scorecard will be generated.

Once underway, the Scorecard will prompt you to assess the Agents calls and to provide your views by answering the appropriate questions. During this process the answers given by you are stored for reporting and training purposes.

Click Scorecards in the left panel. The Scorecards Screen will open as shown below:

5.1 Starting a new Scorecard

To start a new Scorecard, click the New Scorecard link as shown below:



Note: New Scorecards can only be generated by team Supervisors that have been granted

rights to access Quality Monitor.

Note: Calls belong to a super admin will not be available for scoring.

After clicking the link, you will see the following screen.

Before starting you are required to choose the appropriate Scorecard options as follows:

o Campaign

The Campaign option enables you to choose from a list of Campaigns that have been

pre-configured by the Administrator.

o Questionnaire

The Questionnaire option enables you to choose a single Questionnaire that you

would like to perform.

Note: Only ‘Published’ Questionnaires will be displayed in this list. Additionally, if you elect to use a Campaign, this list will only show the Questionnaires associated with the chosen Campaign.

o Team

Select a Team from this list. The selected Team will be used to determine which Agents are available to you when generating the Scorecard.

o Agent

From the Agent list, select the Agent whose calls are to be evaluated.

Note: This list will only show the Agents associated with the selected Team.



o No of Calls

Specify the number of calls to be scored when executing a Campaign

Auto Generated Details

o Reference

This is a unique Reference that will be automatically generated and assigned to the

Scorecard.

o Scoring Date

This field contains the Date that the Scorecard was generated

o Scorer

This field contains your name “The Scorer” who generated the Scorecard

After providing the Scorecard details, Click Start Scorecard as shown below.

After clicking ‘Start Scorecard’, you will automatically begin the questionnaire as shown in the example below:



The example below shows a basic sample Scorecard comprising of several Questions



5.1.1 Scorecard Details

If required it is possible to view the Scorecard details. To achieve this, click the Arrow Icon on the Scorecard Details bar and the scorecard details will be displayed as shown below

5.1.2 Questionnaire

IMPORTANT when using a Campaign that has been configured to offer calls ‘Sequentially’ or ‘Randomly’, calls to be assessed will be automatically chosen and begin to playback through the PC speakers. However, if using a Campaign that has been configured to use the ‘Cherry Pick’ method, you will first need to choose a call to evaluate. To do this Click the ‘Cherry Picking Call’ option as shown below.

After selecting the ‘Cherry Pick’ option, a list of calls matching your given criteria will be displayed as shown below:

Once you locate the call that you wish to evaluate, click the Play icon. The list will disappear and your chosen call will begin to play via the “Call Player” and PC speakers.

Reject Call

If the chosen call is not deemed appropriate for evaluation, the call can be rejected by selecting the ‘Reject Call’ option shown below. You will then automatically need to select a new call.



5.1.3 Call Player

Once the appropriate call has been chosen, you will need to listen to its contents before performing the evaluation. The Call Player provides you with various audio controls to do this, including Play, Pause, Rewind and Fast Forward, see below.

You are now ready to evaluate the call...

To do this, simply progress through the questions and provide the appropriate answers. During this process it is suggested that you pause & play the call intermittently to allow more time to asses it thoroughly. When providing answers throughout the Questionnaire, you will notice that the overall scoring percentage is updated as indicated below:



As the Scorer, it is also possible to view the ‘Guide Lines’ that were provided when the Questionnaire was created. Additionally, you can also attach ‘Remarks’ where necessary.

o To view a questions Guide lines, click the Guide Lines icon displayed below each question.

o To attach Remarks to a question, click the Remarks icon displayed below each question.

Note: Questions marks in red (as shown in the example above) signify that these questions attained a negative score and these will reduce the overall score of the scorecard.



5.1.4 Tagging a Question

Single or multiple tags can be added to each question. Tags allow you as the Scorer to mark a specific section of the call and assign comments & training material so that it can be reviewed by the Agent later.

Targeting sections of the call and assigning documented material in this manner, not only informs the Agent where they went wrong, but also provides them with details on how it

should be done correctly.

Adding a Tag

To add a Tag, click the Add Tag icon to the left of the Question. After clicking the icon, you will see the following window.

Note: Add the URL without http://

From the ‘Add Tags’ window, you have several options and these are as follows:

o Call Bookmark

The Call Bookmark feature enables you to highlight a specific section of the call. To do this, use the left & right arrows to reposition the start & stop indicators. Once you have identified the appropriate section, use the Play & Pause controls to listen to the highlighted section of call.

o URL

This field enables you to provide a URL link that is pointing to the appropriate training material.

o Attach File

This field enables you to provide a Windows file path that is pointing to the appropriate training material.

Important!! Please note that the file size should not exceed 25MB.



o Comments

In the Comments fields, you can provide freeform details on why the Tag has been added and what the Tag refers to.

Once you have provided the necessary details, click the Add button. The new Tag will now

appear in the list at the bottom of the Window as shown below:

After adding the appropriate tags, click the Close button. You will now be taken back to the Scorecard evaluation screen.

Editing a Tag

To edit an existing Tag, click the Edit icon to the right of the appropriate Tag. Once you have made the appropriate changes, click the Save button.

Deleting a Tag

To delete an existing Tag, click the Delete icon to the right of the appropriate Tag. This will remove the Tag from the list of existing Tags at the bottom of the Window.



5.1.5 Saving a Scorecard

After or even during an evaluation, you will need to save the Scorecard. To do this click the

Save button as shown below:

Note: It is recommended that you save the scorecard at regular intervals

5.1.6 Scorecard Comments

If required, it is possible to add comments to the overall Scorecard. To do this click the

Comments button as shown below:

5.1.7 Send Scorecard

Once you have completed a scorecard, it is possible to send the scorecard to the associated Agent. To do this click the Send button as shown below:



After clicking send, a ‘Scorecard Sent’ message will be displayed as shown below:

The scorecard has now been sent and will be accessible by the Agent.

5.2 Instant Tutorials

Instant Tutorials allow you to directly provide training material to the agent, for a call that you have evaluated. A Tutorial can include comments highlighting why it has been sent as well as details of the evaluation for the Agent to review. This includes the following:

o Comments provided by you, the Scorer, explaining why the Tutorial has been

generated

o Tags added during the evaluation allowing the Agent to audibly review all or part of the call

o Direct links to browser based material and training documentation, related to issues

that were raised during the evaluation.

o Remarks made specifically to each question during the evaluation

To generate a tutorial, first click the Instant Tutorial link as shown below



Note: Before generating an Instant Tutorial, It is recommended that you first complete the entire questionnaire. This will ensure that the information provided in Instant Tutorial is accurate according your assessment of the call.

You are now presented with the following window:



The Tutorial window above displays the Questions provided within Questionnaire. By ticking the boxes next to each Question, you can specify the items that the Agent must review when they receive the Tutorial.

Note: Only the ticked items will be visible to Agent when the Tutorial is received.

Finally, at the bottom of the window you can also provide comments outlining important information and reasons why the Tutorial has been sent.

After providing the necessary details, click the OK button to return to the scorecard.

IMPORTANT

To complete the instant Tutorial and make it available to the Agent you must now save the scorecard. For information on saving a scorecard see section titled: Saving a Scorecard. The Instant Tutorial will now be available for the Agent to review

5.3 Editing a Scorecard

To edit an existing scorecard, you will first need to open it. To locate a scorecard, use the search criteria options provided, as shown below:

Search Criteria

The search criteria allows numerous details to be included, however, these can be summarized as follows:

Team – Allows ‘All Teams’ or a specifically selected team to be included when

executing the search criteria



Date/Time - Allows the search criteria to be built using one of several date/time

formats to filter the search results. The available date/time formats are as

follows:

o Occurring Today - Scorecards that occurred today

o Occurring Yesterday – Scorecards that occurred yesterday

o Occurring in past 1 hour – Scorecards that occurred in the past 1 hour

o Occurring in past 4 hour – Scorecards that occurred in the past 4 hours

o Occurring in past 7 days – Scorecards that occurred in the past 7 days

o Occurring in past 30 days – Scorecards that occurred in the past 30 days

o Occurring in past N days – Scorecards that occurred in a specified past number of days where ‘N’ depicts the number of days

o Occurring week wise – Scorecards that occurred on specific days of the week between two specified times during the day.

o User Specified – Scorecards that occurred between two specified

dates/times which are specified by the user.

Other Criteria

o Last Name – Searches for scorecards using the scorers last name

o First Name – Searches for scorecards using the scorers first name

o Questionnaire – Searches for scorecards associated with a specified

questionnaire

o Scorecard Reference – Searches for scorecards using the a specified

scorecard reference

Scorecard State

The Scorecard state works in conjunction with the existing search criteria and can be used to filter scorecards based on their current lifecycle state. The following

options are available when filtering scorecards based on their state:

o All – No scorecards are excluded

o Accepted – Scorecards that have been accepted by the Agent

o Pending – Scorecards that are currently pending and awaiting action by the

Scorer



o Incomplete – Scorecards which are currently incomplete

o Sent – Scorecards that have been evaluated and sent to the Agent

o Unsent – Scorecards that have not yet been sent to the Agent

After providing the appropriate details, you can save your search criteria by clicking the

Save Search button located at the bottom of the window

Note: All saved search criteria is displayed in the box at the top of the page. From here you can automatically execute a search by clicking on the appropriate link. The image above

shows a saved search called “Today’s Scorecards”

Next, to execute your search criteria, click the Search Button or select a saved search as

mentioned above.

You are now presented with a list of Scorecards that match the criteria you have provided,

see below:

To the left of each Scorecard is an indicator. These indicators represent the following:

Incomplete (The scorer has not completely evaluated this scorecard)

Completed and Sent (The scorer has completely evaluated this scorecard and sent it to agent)

Completed but not Sent (The scorer has evaluated this scorecard but not sent it to agent)

Pending for Scorer (The Agent has sent the scorecard back to scorer for review and it is now with the scorer to be reviewed)

Accepted (The Agent has accepted the scorecard)

Signifies that ‘Tags’ have been applied to the scorecard



Signifies that ‘Remarks’ have been applied to the scorecard

Scorecard Status - Flow Chart

To the right of each Scorecard you have 2 options and these are as follows:

Opens the selected Scorecard

Deletes the selected Scorecard

Once you have opened the appropriate scorecard, you can edit it by clicking the Edit button as shown below:

Once the scorecard is open, you can make any changes necessary. Importantly, you can review any comments that were entered in the event where the scorecard was returned by the Agent.



Note: Agents can only return a scorecard once for review. Once you have reviewed and updated the scorecard for a second time, the scorecard must be accepted when it is resent to the Agent. To review any comments that have been added by the Agent, click the comments icon as shown below:

After reading the agent comments and making any necessary changes you can return the scorecard to the Agent by pressing the review button as shown below:

After pressing the review button you will be asked to enter some additional comments for the agent to review when the scorecard is received. To do this, provide the necessary details and click the Add button as shown below.



Now, to return the scorecard back to the Agent, click send as shown below.

Finally, you will be presented with the following message confirming that the scorecard has been sent successfully



The scorecard has now been returned and will be accessible by the Agent.



6 Tutorials

Tutorials are designed to provide Agents with training material that is directly associated with issues that have been identified while evaluating a call. Tutorials can host various

details including:

o Comments provided the Scorer, explaining why the Tutorial has been generated

o Audible Call Tags allowing the Agent to review all or part of the of the call

o Direct links to browser based material and training documentation, directly related to

issues that were raised during the evaluation.

o Remarks made by the scorer for each question answered during the evaluation

Click the Tutorials link in the left-side panel. The following window will be displayed which contains a list of Tutorials that you, the scorer, has generated for Agent calls.

To view a tutorial, click the Edit icon next to the required Tutorial, you are then presented with the following window:

Note: Tutorials that have NOT yet been reviewed will contain an icon to the left of the

row. Tutorials that have been reviewed will contain the following icon , Finally, Tutorials

that have one or more tags attached will contain a Tag icon



Your opened Tutorial will look similar to the one shown below:

Note: As the scorer, you can view the Tutorials that you have generated but cannot amend

them.



7 Dashboard

7.1 Dashboard Overview

The Quality Monitor Dashboard offers a graphical analysis of the scorecards that have been actioned, as well as an Agent performance summary. The panels available provide both

weekly and monthly statistics and can be altered according to personal preference.

To view the Dashboard, click the link in the left-hand panel and you will be presented with

a window similar to the one shown below:

Note: The graphical panels are displayed based on your permissions. If you are not able to view the appropriate information, please contact you supervisor.

Note: Click icon to view Agent Performance Trend statistic in a separate big window.

7.2 Dashboard Panels

There are 4 panels available from the Dashboard and each can be amended so that it is displayed according to your personal preference.

To configure a panel, click the configure icon located to the top right. Information related to each panel and details on how to configure it can be found below:



o Agent Performance Trend

This statistic represents the average agent score over a specific time period.

o Title: Contains the title that will be displayed at the top of the panel

o Chart By:

Specifies if the results should be displayed against the agents or a team

o Teams:

Provides the ability to select a team

o Select Agent(s):

Provides the ability to specify the agents that will be included in the results

o Chart Tracking:

Provides the ability to specify the time period by week/month

o Set Default: Restores the panel to its original settings

o Most Recent Scores

This statistic represents highest and average score along with the actual score of 5 scorecards that have been performed recently.




o Teams:


o Set Default: Restores the panel to its original settings

o Scorecard Totals

This statistic represents month wise bar graph of total scorecards against total calls recorded for a single team.


o Teams:


o Set Default:

Restores the panel to its original settings

o Scorecard Status

This statistic represents, a pie chart of scorecards in different stages (Accepted, Incomplete, Unsent, Pending and Sent) for a single agent or a single team.



o Title:

Contains the title that will be displayed at the top of the panel

o Chart By:

Specifies if the results should be displayed against an agent or a team

o Teams:


o Agent:

Provides the ability to specify the agent that will be included in the results

o Chart Tracking:

Provides the ability to specify the time period by week/month

o Set Default:

Restores the panel to its original settings



8 Reporting

8.1 Reports Overview

Reporting is the most important component of the Quality Monitor solution as it provides detailed information on how Agents & Teams are performing and can identify improvements but more importantly, areas for concern.

To begin click the Reports link in the left-side panel. You are presented with the following window:

Note: The following display will show up, if you have reports saved already, otherwise

saved reports section will be empty.

8.2 Selecting a Report

Several reports are supplied with the Quality Monitor module. To select a report, use the drop down box as shown below:

8.3 Summary of Reports

When selecting a report you may be required to provide additional details that will affect the results displayed. Information related to each report can be found below:

Note: Some reports will run automatically, however, if a report requires additional details you will need to provide them and then click the Get Report button

o Summary Scorecard Report

Provides the results for a chosen scorecard that has been performed on the selected

agent – See Report Options Below



o Report Name

Provide a name for the report

o Team

Select the team containing the required agent

o Agents

Select the Agent to be used for the Analysis

o Scorecard

Select the Scorecard to be used for the Analysis

o Display

o Specify if the report should only display a Chart, Text Data or both

o Average Scorecard Report

Combines the average score for all questionnaires performed on each agent and displays the results over a specified period in both Chart and Text data format – See Report Options Below

o Report Name


o Agents




o Report Tracking

Select the reporting period

o To

Provide an end date for the report

o Chart Type

Select the type of chart that you want to display within the report

o Scorecard Report

Provides the total number of scorecards performed on each agent and displays the

results over a specified period – See Report Options Below

o Report Name


o Report Tracking

Select the reporting period

o To

Provide an end date for the report

o League Table Report

Provides a league table showing how agents are performing – See Report Options Below



o Report Name


o Report By

Choose if the report should be displayed by Agent or by Team

o Team

Select the Team to be used in the report criteria

o Select Agents

Select the Agents to be in the report criteria

o Display

Specify if the report should only display a Chart, Text Data or both

o Questionnaire

Select the Questionnaire to be used in the report criteria

o Time Period

Select the Time Period that should be used to display the report



o Tutorial Report

Provides a list of the Tutorials that have been issued to each Agent – See Report Options Below

o Report Name


o Select Team(s)

Select the Teams that are to be used in the report criteria

o Select Agent(s)

Select the Agents that are to be used in the report criteria

o Select Agent(s)




o Group By

Specify if the Report should be grouped by None, Agent, Team or Scorer

o Time Period


o Report Parameters

Select if the report should include Tutorials that are Reviewed, Not Reviewed or Both

o Display Data

Choose the Tutorial Content that you want to see displayed in the report



o Scorecards Detail Report

Provides a list of the Scorecards that have been performed – See Report Options Below

o Report Name


o Select Team(s)


o Select Agent(s)


o Select Agent(s)




o Group By


o Time Period


o Report Parameters

Select if the report should include Scorecards that have Auto Failed, Not Auto

Failed or Both

o Display Data

Choose the Scorecard Content that you want to see displayed in the report

o Change Reason Report

Provides a list of the Scorecards changed and the reasons why – See Report Options Below

o Report Name


o Team

Select the team containing the required agent

o Agents


o Scorecard

Select the Scorecard to be used for the Analysis

o Consolidated Scorecard Detail Report

Provides a consolidated list of the Scorecards that have been performed – See Report Options Below



o Report Name


o Team(s)


o Agent(s)


o Report Tracking

Choose if you want the report displayed in a monthly or yearly format

o Group By


o Time Period




o Report Parameters

Select if the report should include Scorecards that have Auto Failed, Not Auto Failed or Both



o Track Changes Report:

Provides a list of changes that have been made to previously scored evaluations - See the report options below

o Report Name


o Group By

Specify if the Report should be grouped by Team or Scorer

o Select Team(s)


o Select Agent(s)




o Select Questionnaire(s)

Select the Questionnaires that are to be used in the report criteria

o Time Period


o Training Needs Report

Provides a detailed overview of the questionnaires used for evaluation - See the report options below

o Report Name


o Select Team(s)




o Select Agent(s)




o Time Period




o Tutorial Report:

Provides a list of agents who have been assigned tutorials - See Report Options Below

o Report Name


o Group By

Specify if the Report should be grouped by Agent, Team or Scorer

o Select Team(s)


o Select Agent(s)


o Time Period




o Average Score:

Provides the average score of Agent/Team against a single questionnaire - See report option below

o Report Name


o Group By

Specify if the Report should be grouped by Agent or Team

o Select Team(s)


o Select Agent(s)




o Time Period




Note: Only one questionnaire can to be selected for one report.

8.4 Date Selection

Note: Various reports offer the ability to select a date using the popup Calendar. To

select from a calendar, click the calendar icon and then choose the appropriate date as seen below:

After selecting a date, the date will automatically be displayed in the date field



8.5 Sample Report



9 Appendices

9 Appendices ................................................................................. 54

9.1 User Access Rights .................................................................................... 55 9.1.1 User Access Matrix ....................................................................................55



9.1 User Access Rights

9.1.1 User Access Matrix

Quality Monitor includes limitation rights that determine what features a user has access to. Details of what users can access which features can be found in the matrix below:

Administrator Configuration

Manager Scorer Agent

Questions Types x x x

Questionnaires x x x

Campaigns x x x

Reporting ( User Specific Access) x x

Tutorials x

Scorecards ( User Specific Access) x

Dashboard x



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Documents

Quality Monitor - Release 2 · o Questionnaire The Questionnaire option enables you to choose a single Questionnaire that you would like to perform. Note: Only ‘Published’ Questionnaires