Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

QA Audit Trend Reports

  • 1.  QA Audit Trend Reports

    Posted 06-03-2020 09:58
    Good day everyone,

    Seeking a recommendation for how to generate departmental QA trend reports that provide percentage of positive or negative scores for each grading category/audit question across a team of agents.

    Sample: Question 1 Introduction: Did you introduce yourself and offer the appropriate greeting?
                                    Sample Data: 50 audits
                                                           46 Yes
                                                           4    No
                                                           92% Yes
                                                            8% No

    I have scanned the Reports, Admin, and Dashboard sections so far and have not discovered where we can compile this type of data.

    Thank you,



    Gregory Exavier
    MVP Health Care

  • 2.  RE: QA Audit Trend Reports

    Top 25 Contributor
    Posted 5 days ago
    Did you ever get an answer to this? I'd be curious as to how to do this as well...

    Amber Krueger
    Ultimus Fund Solutions