This value shows the combined average for all question scores for the campaign.
If a scorecard campaign has not been created, or the Recording Library has not been purchased, this column will appear empty.
For a list of filter definitions for Composite Score, see the Report Filter Criteria report.
This value 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.
Note: This value requires the Recording Library module. As a result, if this value is added to a report and the module has not been purchased, then the column will appear empty upon running the report.
For a list of filter definitions for Question Score, see the Report Filter Criteria report.
This value pertains to the Scorecard feature of the Recording Library module. Scorecards provide the ability to create a series of questions wherein the manager may evaluate the agent/group 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.
In rare situations, a call may belong to more than one scorecard campaign. This value shows how many scorecards associated with the given call have been scored. In most scenarios, this will display either 0 or 1. However, there may be scenarios where, if the call belongs to more than one campaign, and if the scorecards have been scored, the column may display more than 1.
For a list of filter definitions for Scorecards Scored, see the Report Filter Criteria report.
Updated about 2 years ago