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Is there a way to build a QA report that can break down by each area of the form?

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  • 1.  Is there a way to build a QA report that can break down by each area of the form?

    Posted 08-22-2017 20:15
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  • 2.  RE: Is there a way to build a QA report that can break down by each area of the form?

    Posted 08-23-2017 12:33
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    Hi @John Previte?,

     

    I don't think so, but that's an interesting idea that @Lesley Vereen? might want to hear about.

     

    Are you looking for a per agent report (i.e. tell me how well one agent does in the same areas over multiple evaluations), or an entire contact center report (i.e. tell me how well my entire organization is doing on different sections like intro, closing, compliance, etc.)?

     



  • 3.  RE: Is there a way to build a QA report that can break down by each area of the form?

    Posted 08-23-2017 13:18
    No replies, thread closed.

    Actually both would be great, but we need to be able to see how our department is doing to determine training gaps, etc. It would be good to also see if for example one agent continues to miss the same a certain section like compliance, etc. as well! Thanks!



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