What is the Call Agent Statistics report?
The Call Agent Statistics report allows you to see the average score and number of responses generated per agent/team.
How to access to the Call Agent Statistics report
Click on the "Insights" link in the primary navigation and then click on "Call Agent Statistics" box.
The Call Agent Statistics report explained
- Question group select box
This allows you to select the question group that drives the average score on this report. Question groups are a group of 1 or more similar questions (i.e. the same question asked across multiple surveys) and are set up during the survey set up phase.
- Data type select box
This allows you to select the data you want to plot. The options are:
- Filter types.
Pins and filters are explained in the Filters section.
- Responses/score chart
This shows the average score of the question group selected across and the number responses achieved over the period for the pins/filters selected.
- Responses/score data table
This table shows the number of requests, responses, feedback percentage and average score of the pins/filters selected.
- Export table and Export buttons
Clicking these buttons allow you to export the data shown. The table is provided in CSV format and the graph is provide in JPEG format.