5. Quality Factor Reports

Quality Factor Basic Reports allows you to analyze the performance of your agents and see trends in evaluation results over time. There is also an Enhanced Reporting add-on package that allows for much deeper, customizable reporting. For information about Enhanced Reports, see the NexLog Enhanced Reporting manual, (Eventide part number: 141268.) The remainder of this section is about Basic Reports.

5.1. Reports and Permissions

Reports can only be run by users logged into Configuration Manager with an account that is a member of the Admin, Group Evaluators or SuperEvaluator permission groups. Admins and SuperEvaluators can run reports for all groups; Evaluators can run reports only involving agents and agent groups for which they are a designated Group Leader.

Quality Factor Reports Main Page

Fig. 5.1 Quality Factor Reports Main Page

5.2. Basic Evaluation Reports

The Eventide Quality Factor option ships with five Basic Evaluation Reports:

  • Evaluation Score Trends

  • Intragroup Score Trends

  • Interform Score Trends

  • Skill Trends

  • Evaluation Tabulation

All of these reports except for Intragroup Trends are run via the following form:

Evaluation Report Form

Fig. 5.2 Evaluation Report Form

The form allows you to narrow the scope of the report based on Evaluation date, Form, Agent, and Evaluator, as well as by the date. There are two option for date: Evaluation Date and Media Start Date. The former is based on when the evaluations were completed, the latter is by when the recordings were made. For Agents, you can choose based on Agent ID, Agent Name, or Agent Group, and the form will dynamically change to show the correct options, as shown below:

Evaluation Report By Agent Group

Fig. 5.3 Evaluation Report By Agent Group

The Intragroup Trends report only requires that you to select a date range, Form and Agent Group, as shown below:

Intragroup Trends Report Form

Fig. 5.4 Intragroup Trends Report Form

As with the other forms, there are two option for date:

  • Evaluation Date

  • Media Start Date

Evaluation Score Trends graphs Evaluation Scores over time, showing four charts:

  • the average score by date for all

  • score by date per agent

  • score by date per evaluator

  • number of flags per agent

You can filter by date, forms, agent id, agent name, agent group, and evaluator.

Evaluation Scores Report

Fig. 5.5 Evaluation Scores Report

The Intragroup Score Trends report graphs scores over time for agents in a single group, showing two charts: Score By Date for All, and Score By Date per Agent. With this report, you can see how a group has been performing as a unit, and see if any individual agents are excelling or underperforming compared to the rest.

Intragroup Scores

Fig. 5.6 Intragroup Scores

The Interform Score Trends report compares scores between forms, graphing the performance over time.

Interform Scores Report

Fig. 5.7 Interform Scores Report

The Skill Trends report graphs scores broken out by individual skills, to highlight areas that are in need of improvement.

Skill Trends Report

Fig. 5.8 Skill Trends Report

5.2.5. Evaluation Tabulation

Evaluation Tabulation (Evaluation Scores Table) shows Evaluation data in a table, with the following information:

  • Date of Evaluation

  • AgentID

  • Name

  • Agent Group

  • Evaluator Percentage Score

  • Flags

  • Pass/Fail

Evaluation Scores Table

Fig. 5.9 Evaluation Scores Table