QM Report
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File name: QM Report.rdl
Introduction
QM Report displays all information relevant to all the Quality Monitoring.
QM Choices
The QM Choices” items quickly displays the number of Conversations per QM Question. The item contains the following items:
Item |
Description |
---|---|
Group |
Show information per selected group in the group parameter. |
Question |
The order and question of the Quality Monitoring Question |
Scores |
The number of times this choice was made |
Average |
The average score of this question. |
Total |
Total number of times this question was answered. |
Parameters
With parameters it is possible to filter the record. Below are the parameters available for this Report:
Parameter |
Description |
---|---|
Language |
Select the language for the reports. More languages can be installed in the Language.rdl report. |
UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. |
Filter on UCC. Select UCC through a check box. |
Starttime |
Display all records on and after this date. |
Endtime |
Display all record before this date. |
Dialogue |
Filter on the Dialogue Type
|
Type |
Filter on the Conversation Type:
|
Modality |
Filter on the Modality Type:
|
Businesshours |
Filter dialogue on Businesshours:
|
Group |
Group rows by:
|