QM Report

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.

UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.

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

  • Inbound
  • Outbound
  • Direct

Type

Filter on the Conversation Type:

  • Accepted
  • Forwarded
  • Missed
  • NoContact
  • NoSkill
  • Overflow
  • QuickDrop
  • Prompt
  • Voicemail

Modality

Filter on the Modality Type:

Businesshours

Filter dialogue on Businesshours:

  • Show all
  • Show inside businesshours
  • Show outside businesshours

Group

Group rows by:

  • UCC
  • InitialAgent
  • SkillChosen