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  • 1.  Call Evaluation Reporting

    Posted 03-11-2021 08:59
    No replies, thread closed.
    Currently, if an evaluation was assigned in February (call was taken in February), but it was not evaluated until March, the numbers for the evaluation show up in February's data BUT when you click into the agent's February data, the call itself doesn't appear because that view is based on when the call was released. This doesn't make sense. Is there a way to either allow users to filter by interaction date for the Evaluations tab instead of the released date OR to just have the calls pull up based on interaction date and not release date? How it's set up right now is not helpful for proper error trending, either on the agent side or the contact center side.
    #Ask Me Anything (AMA)
    #QualityManagement
    #Reporting/Analytics
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions
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  • 2.  RE: Call Evaluation Reporting

    Posted 03-12-2021 08:29
    No replies, thread closed.
    I completely agree that this doesn't make sense.  Calls should count for the month the call is taken in and not the month the call is scored in.

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    Jason Lorden
    Independent Health Association, Inc.
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    Original Message


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