Agent Call Scoring Summary

Description

The Agent Call Scoring Summary shows the breakdown by Agent of the Calls Scored and what their totals were across all of their calls that were scored.

Preview 

 Agent_Call_Scoring_Summary.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the call occurred.
End Date Date Yes The end date range of when the call occurred.
Template Multi Select No The name of the template that is being scored.
Teams Multi Select No The name of the Team associated with the selected Agents.


Data Dictionary
 

Column Name Data Type Description Example
Agent String The name of the Agent who was on the call. George Washington
Total Scores Number The total number of calls that have been scored for this Agent. 10
Points Earned Number The total number of points that have been earned for this Agent. 95
Points Answered Number The total number of points that have been available to this Agent. 100
Absolute Average Number The overall average score for this Agent. 95.00%
Sessions Average Number The average of all total scores that have occurred for this Agent. 98.00%

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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