Group Scorecard Summary - {Campaign}

The Group Scorecard Summary report is a Group Summary report. This means that each group selected will be displayed on its own individual line next to its specific statistics for the given report. This report will provide a summary for each group in regards to the scorecards scored for the recordings from the group.

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 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.

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

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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


Group

Displays the names of the selected phone system groups in alphabetical order


Scorecards Scored

Provides the total number of scored calls for the given group 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.

Note: 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.