Agent Scorecard Summary - {Campaign}

The Agent Scorecard Summary report is an Agent Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

This is a Campaign report, meaning that it requires the Chronicall Recording Library module.

Additionally, in order for the report to provide any information, a Scorecard Campaign must be created and must provide recordings as part of the Campaign in order for the report to provide any information. To learn how to create a Scorecard Campaign, click here.

Scorecards provide the ability to create a series of questions wherein the manager may evaluate the agent's performance based on the recordings that coincide with the Scorecard. Once a call has been "scored," you may then run a report that will provide the scored call statistics.

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Report Requirements

This report is a Campaign report, which means that it requires the Chronicall Recording Library module.

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Column Descriptions


Agent

Displays the names of the selected agents in alphabetical order.


Scorecards Scored

Provides the total number of scored calls for the given agent for recordings that are associated with the selected Scorecard Campaign.


Question Score

Shows the score(s) for the associated question(s) associated with the given campaign. The report will provide an individual column for each question found in the campaign. This provides an individual score for the individual questions found on the campaign (see below).


Composite Score

Shows the combined average for all question scores for the campaign.


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Question Values

Each style of question will provide a different value

  • Yes/No Questions
  • Yes = 10
  • No = 0
  • Scale of 1-10
  • The score for a scale of 1-10 question will be based on the score given. If the score given is '8' it the question will be worth 8 points. If it's '1', the question will be worth 1, etc.
  • Free-form (Text) Questions
  • Free-form questions hold no value; however, the report will display the answer given if an answer is provided.