verba recording system 7
TRANSCRIPT
Verba Recording System 7For the latest online version of this documentation please visit .kb.verba.com
Reporting Guide1 Managing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.1 Creating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.2 Scheduling reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.3 Saving reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2 Creating new report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72.1 Creating custom XML files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82.2 Node - report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82.3 Node - repParams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92.4 Node - specRepParams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.5 Node - timeSteps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3 Report types - Standard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123.1 Agents Call Activity Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133.2 Agents Call Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143.3 Agents Inbound Call Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153.4 Agents Outbound Call Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163.5 Call Activity Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173.6 Call Activity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183.7 Hourly Call Activity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193.8 Recording Minute Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203.9 Recording Servers Call Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213.10 Simultaneous Calls Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4 Report types - Quality Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244.1 Agents Evaluation Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
4.2 Agents Evaluation Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264.3 Agents Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274.4 Agents Performance Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284.5 Agents Quality vs Productivity (Average Call Duration) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294.6 Agents Quality vs Productivity (Calls Handled) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304.7 Agents Skills Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324.8 Evaluators Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334.9 Evaluators Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344.10 Evaluators Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354.11 Groups Evaluation Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364.12 Groups Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374.13 Groups Performance Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384.14 Groups Quality vs Productivity (Average Call Duration) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394.15 Groups Quality vs Productivity (Calls Handled) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.16 Score Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424.17 Scorecard Calibration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434.18 Skills Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444.19 Skills Performance Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Verba Recording System Version 7
Page 3 of 46
Reporting Guide
Overview
This guide explains how to and .create and manage various reports report types
The Verba Recording System includes a powerful reporting solution enabling business decision makers,supervisor and IT department members to gain insight into the various metrics of the contact centeroperation.
The easy-to-use and flexible reporting module allows to create visually compelling, standard format reportsright at your fingerprints. The 100% web-based user interface is accessible directly from the VerbaRecording System framework at any and from any location without the need of installing client applications.Reports can be generated in an ad-hoc or scheduled way to increase productivity and reduce waiting time.
Authentication to the Verba Reporting Server is provided through the core framework. After logging in to theVerba Recording System application, users with proper authorization can access the reporting module.
The Verba Reporting Server is based on the mosty widely used open source business intelligence solutionfrom JasperSoft. The JasperSoft BI software is updated constantly by a community of more than 130,000registered members, which represents the world s largest business intelligence community. The open andstandard based platform provides investment protection and ability to create new report templates withoutany restriction using the available free tools.
Report formats
Generated reports can be based in to the following formats:
Adobe Portable Document Format (PDF)Encrypted PDFMicrosoft Excel (XLS)Microsoft Excel 2007 (XLSX)Microsoft Word 2007 (DOCX)Microsoft PowerPoint 2007 (PPTX)Rich Text Format (RTF)OpenDocument Text (ODT)OpenDocument Spreadsheet (ODS)Text (TXT)Comma Separated Values (CSV)
Report categories
Available reports are organized into report categories:
Call Activity ReportsPerformance ReportsPerformance Trend ReportsConfiguration and System Reports
Verba Recording System Version 7
Page 4 of 46
In order to access the Verba Reporting Tool click on the menu item from Verba Web Application.ReportingThe tool is only available for those users, which have the optional reporting right. For further information onuser management check on see.User Administration
Table of contents
Managing reportsCreating new report typesReport types - StandardReport types - Quality Management
Report types
Standard reports
Agents Call Activity DetailsAgents Call Activity SummaryAgents Inbound Call ActivityAgents Outbound Call ActivityCall Activity DetailsCall Activity TrendHourly Call Activity TrendRecording Minute UsageRecording Servers Call Activity SummarySimultaneous Calls Trend
Quality management reports
Agents Evaluation DetailsAgents Evaluation SummaryAgents Performance SummaryAgents Performance TrendAgents Quality vs Productivity (Average Call Duration)Agents Quality vs Productivity (Calls Handled)Agents Skills Performance SummaryEvaluators Activity SummaryEvaluators ProductivityEvaluators SummaryGroups Evaluation SummaryGroups Performance SummaryGroups Performance TrendGroups Quality vs Productivity (Average Call Duration)Groups Quality vs Productivity (Calls Handled)Score DistributionScorecard CalibrationSkills Performance SummarySkills Performance Trend
Verba Recording System Version 7
Page 5 of 46
Managing reports
Creating reportsScheduling reportsSaving reports
Creating reports
This topic provides detailed guidelines of report generation.
There is only one required step: . Once a report type is selected, the user is able toSelect Report Typestart report generation. However there are several ways to customize the report generation process.
Select report type
The first step of report generation process is report type selection. You can find the available reporttemplates in the drop-down selection list.
You can customize the report settings by using the following configuration options, available under the section of the screen:Select report type and properties Report Generation
Name Function
Report TemplateName To Save
Defines a custom name for the report template to save on.
Private Sets the Private attribute of the report template. This option allows the users tosave the settings only for themselves, otherwise every user with the Reporting rightis allowed to see the saved report template.
Report Information Displays a short specification of the selected report type.
Description Provides a way to add a short custom description to the report template.
Set query interval
In the section of the screen, you have to choose the timeframe,Set Query Interval Report Generationwhich you want to apply in the report. The following query interval options are available:
Current: This option lets you select the entire current (momentary) hour, day, week, month, quarteror year for the query interval.The system dynamically calculates the current date and time, every time the widget is displayed.E.g. current week on Tuesday at 10:15 AM, will correspond to a date and time interval betweenMonday 00:00 AM and Sunday 11:59 PM.Last: This option lets you select the entire last hour, day, week, month, quarter or year for the queryinterval.The system dynamically calculates the last date and time, every time the widget is displayed.E.g. last week on Tuesday at 10:15 AM, will correspond to a date and time interval betweenTuesday 10:15 AM on the week before and Tuesday 10:15 AM (momentary date).Previous: This option lets you select the entire previous calendar hour, day, week, month, quarteror year for the query interval.The system dynamically calculates the previous date and time, every time the widget is displayed.E.g. previous week on Tuesday at 10:15 AM, will correspond to a date and time interval betweenMonday 00:00 AM on the week before and Sunday 11:59 PM on the week before.
There is also a way to customize the display of data, according to different time zones.
Set filtering criteria
In the section of the screen , you canSet Filtering Criteria And Report Configuration Report Generationset the additional filtering criteria. Besides the query interval, this section enables the users to set almost
Verba Recording System Version 7
Page 6 of 46
any kind of query expression in a very easy way without having detailed knowledge in SQL scripts.
Report specific settings
Every report template can contain specific filtering fields. The filtering options are discussed in every reporttype's own datasheet in .Reporting Guide
Scheduling reports
Scheduling can be easily administrated by the three simple Scheduling Types found under the Schedulingsection of the screen:Report Generation
Generate report now: allows instant report generation. The report is generated when the user clickson the Create button, on the bottom of the Report Generation page.Generate report once at...: provides a way to schedule the report for a "one-time-only" run. Thedate and time can be easily set with the date picker.Generate report periodically: allows recurring report generation, by providing a customizable time,when the report will be generated at on each period day, and also a period setting to set up daily,weekly and monthly report generation.
Saving reports
The Verba Recording System Reporting Tool allows you to save the generated reports for future use. Thereports are automatically saved during generation, and they can be found and administrated in the systemunder . Upon completion, the output of the reports can be exported into multipleReporting / Reportsformats.
Select display and export options
In the last section of the screen, under , users canReport Generation Select Display and Export Optionsselect the target of the generated report. Verba Recording System's Reporting Tool supports the creation ofreports directly into various file formats.
The following table contains information on supported display and export options:
Display andExport options
Description
PDF PDF is optimized for saving the report into a file and for printing. This displayingmethod uses rich report layout design.
Encrypted PDF Encrypted PDF provides 128-bit encryption for PDF file, valid username andpassword are required to open the document.
PDF is optimized for saving the report into a file and for printing. This displayingmethod uses rich report layout design.
RTF RTF is optimized for later editing of the report in MS Word. This displaying methoduses rich report layout design.
XLS XLS is optimized for later editing of the report in MS Excel. This displaying methoduses simplified report layout design.
XLSX XLSX is one of the Office Open XML file formats introduced in Excel 2007, andprovides a way to store the spreadsheets in a zipped, XML-based file format. Thisdisplaying method uses simplified report layout design.
DOCX DOCX is Word 2007's Office Open XML format for storing word processingdocuments. This displaying method uses rich report layout design.
Verba Recording System Version 7
Page 7 of 46
ODT ODT (OpenDocument Text) is an XML based file format for representing wordprocessing documents. This displaying method uses rich report layout design.
ODS ODS (OpenDocument Spreadsheet) is an XML based file format for representingspreadsheets. This displaying method uses simple report layout design.
PPTX PPTX is PowerPoint 2007's presentation storing method, using an XML basedOffice Open XML file format. This displaying method uses rich report layout design.
CSV CSV (Comma Separated Values) is optimized for text file based report export. Thisdisplaying method uses simplified report layout design.
TXT TXT (text) is optimized for text file based report export. This displaying method usessimplified report layout design.
XML XML is optimized for further usage of the report. This displaying method usessimplified report layout design.
There is also an option called , which provides users the possibility to displayDisplay group logo in reporttheir individual group logos on the top of the generated report document.
Create report template and schedule report
You can initiate the report generation procedure at the bottom of the screen with the Report Generation or button, depending on the settings.Create Schedule Scheduling
Once the user clicks the Create / Schedule button, and the report generation configuration is done, thesystem automatically displays the screen, to show all the reports that are scheduled forScheduled reports future generation or are currently processed.
When a report is currently being processed, the system indicates the report generation process with aspinner in the name column of the report in the table.
Once the report generation is finished, a file icon, according to the user's export option selection is displayedin the download column.
When the user clicks on the report's , the popup window is displayed, showing the filerow Generated Filesinformation for the corresponding report, and the actions for each file which are and .Download Delete
Single file download is also possible, by clicking on the in the column, but when multiplefile icon Actionsfiles are present for the report, the system automatically displays the popup window with multiple downloadlinks.
You can also create a report template quite easily, by using the button on the Save Report Generationscreen. The report template gets saved with all effective configuration options and values. You can use thereport templates to quickly re-run a report that would usually require more time to reconfigure again. Youcan find all the saved report templates under .Reporting / Saved Templates
Verba Recording System Version 7
Page 8 of 46
Creating new report types
Verba Recording System provides a way to add new, custom report types to the factory defaults.
The custom report creation procedure consists of the following steps:
Create a report definition in , which results in a file.JasperSoft iReport Designer .jasper
Note
JasperSoft iReport Designer is a report design environment where you can build reports fromrelational, non-relational and custom data sources, customize the look and feel, and also export toseveral formats. You can create the reports in the Designer easily, and they will be automaticallyrecognized by the Verba Recording system. You can download the latest version of the JasperSoftiReport Designer from JasperSoft's website http://www.jaspersoft.com
Create a file according to the guidelines in this partcustom XMLCopy the file to .jasper C:/Program Files/Verba/tomcat/webapps/verba/reporting/report(assuming default installation path)Copy the file to (assumingXML C:/Program Files/Verba/tomcat/webapps/verba/reporting/xmldefault installation path)
Warning
These XML files follow the structural and creational guidelines described in this guide.MUSTWrong configuration might affect data processing which effects the results and may lead todisplaying incorrect data. Verba Technologies takes for any issues caused by the neglecting theseno responsibilitiesguidelines.
When the files describing the report are in place, the system automatically recognizes them, and makes thenew report type available on the web interface.
When a custom report is no longer needed, it can be removed simply by deleting its XML and .jasper filefrom the path described above.
Find more details in the topics below:
Creating custom XML filesNode - reportNode - repParamsNode - specRepParamsNode - timeSteps
Creating custom XML files
The custom XML files of the Verba Recording System's Reporting module are to be designed by using thefollowing elements, and also keeping these structural restrictions in mind.
Aside from the standard coding rules regarding the usage of special characters in XML, there are noadditional coding regulations described in the Verba Recording System Reporting module.
The XML file consists of several nodes. Each node corresponds to one of the report type's main buildingbricks, the different configuration options.
XML nodes used in the custom report type files are described respectively in their own articles in this guide.
Node - report
Description
Verba Recording System Version 7
Page 9 of 46
<report> is the main node, it is also called the document element. This element is mandatory, the XMLdocument has to be started with and ended with . Report type configuration is stored<report> </report>between these tags.
Attributes
rid Mandatory, has to be a unique number amongst the existing XML files, to identifythe custom report type in the system.
repName The name of the report that will appear in the drop-down list on the Report Type screen. It must be a file name and a name in thatReport Generation lang key
lang file separated by a dot.
Node - repParams
Description
You can control the replacement of the variable in the @repparams Set Filtering Criteria and Reportsection of the screen.Configuration Report Generation
Attributes
None
Sub node: repParam
Description
Each sub node represents a selectable value of the first drop-down of the section on the repParam Filter screen. Commonly this is a column in a database table by which you want to filter.Report Generation
Attributes
Verba Recording System Version 7
Page 10 of 46
type Mandatory, you can specify any type that you want, but there are some specialtypes.(These are only effective when the attribute of the sub nodeinput operationis or .)select multiselect
agent: the corresponding input box of the Set Filtering Criteria and section on the screen will beReport Configuration Report Generation
filled in with values from the table's column of the database[User] Nameuser: the corresponding input box of the Set Filtering Criteria and Report
section on the screen will be filled inConfiguration Report Generationwith values from the table's column of the database[User] Namegroup: the corresponding input box of the Set Filtering Criteria and
section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the database[Group] Nameproject: the corresponding input box of the Set Filtering Criteria and
section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the[qa_project] namedatabaseform: the corresponding input box of the Set Filtering Criteria and Report
section on the screen will be filled in withConfiguration Report Generationvalues from the table's column of the database[qa_form] nameevaluator: the corresponding input box of the Set Filtering Criteria and
section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the database,[User] Namebut only users with or Quality Monitor Administrator Quality Monitor
right will be addedSupervisorskill: the corresponding input box of the Set Filtering Criteria and Report
section on the screen will be filled in withConfiguration Report Generationvalues from the table's column of the database[qa_skill] namelocation: the corresponding input box of the Set Filtering Criteria and
section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the[Location] Locationdatabasedirection: the corresponding input box of the Set Filtering Criteria and
section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the database,[String] Valuewhich is mapped with the column of the tableDirection_ID [Direction]
langName This value will be seen in the first drop-down box of the Set Filtering Criteria and section in the screen. The languageReport Configuration Report Generation
settings are treated in the same way as with the attribute of the repName reportnode.
Sub node: operation
Description
One sub node represents one selectable value in the second drop-down box in the operation Set Filtering section on the screen.Criteria and Report Configuration Report Generation
Attributes
operator This is the actual script what will be the replacement of the SQL @filtersvariable in the SQL keyword. It has two variables called andWHERE @value
. The variable will be replaced by the selected value in the@2value @valuethird input box of the Set Filtering Criteria and Report Configurationsection of the screen. The variable is used onlyReport Generation @2valuewhen the third input box allows two inputs like . More informationintervalboxabout this can be found in the description of the attribute.input
Verba Recording System Version 7
Page 11 of 46
langName This value will be seen in the second drop-down box of the Set Filtering section of the Criteria and Report Configuration Report Generation
screen. The language settings are treated in the same way as with the attribute of the node.repName report
input The input type of the third input of the Set Filtering Criteria and Report section on the screen.Configuration Report Generation
select: a single select drop-downmultiselect: a multi select drop-downtextbox: a freely editable input boxtextboxint: the same as textbox, but it only accepts numbersintervalbox: two inputs next to each other which can betextboxintused to set intervals. The value of the second input box will be thereplacement of the variable of the attribute.@2value operatormultitextbox: the same as the input, but every time you fill it,textboxa new appears and so on. This allows you to define multipletextboxfreely editable inputs. These values will be the replacement of the
variable in the attribute separated by commas. This@value operatoris useful when you use or SQL keywords in the IN NOT IN operatorattribute.textboxdate: this is a input and a datepicker next to it. Youtextboxcan set date and time with this.
id A unique identifier for each sub node. This is used when you saveoperationyour dashboard. Use unique values and numbers only.
useAposAroundValues When this attribute is set to , then apostrophes will be used around the input1values from multiple input boxes (like ). This is useful when themultitextboxSQL in the attribute needs it.operation
Node - specRepParams
Description
You can add special input boxes (textbox or checkbox) to the report, using the node.specRepParams
Attributes
None
Sub node: specRepParam
Description
Each sub node represents a new input on the screen in the specRepParam Report Generation Set section.Filtering Criteria and Report Configuration
Attributes
langName This value will be seen next to the input box. It must be a file name and a lang keyname in that lang file separated by a dot.
input The type of the input. Potential values are the following:
textboxcheckboxtextboxint
default Gives a default value to the input. (E.g. '1' for a checked checkbox)
Verba Recording System Version 7
Page 12 of 46
field The parameter name that will carry the given value to the report. It must bespecified in the report definition as parameter in the Jasper report. It becomes'IN'an ingoing parameter and then its value can be used freely in the report.
Node - timeSteps
Description
You can use the tim /b> node to control the time step (weeks, months etc.) of the reports. When the tim /b> node is provided in the XML file, the Time b> drop-down box appears in the Set Filtering
section of the screen filled with the Criteria and Report Configuration Report Generation tim b> subnodes of the tim /b> node.
Attributes
None
Sub node: tim
Description
Each tim b> sub node represents a selectable value of the Time b> drop-down on the Report panel.Configuration
Attributes
langName This value will be seen in the Time b> drop-down box. The language settingsare treated in the same way as with the attribute of the node.repName report
id Potential values:
day will build the X-axis values by daysweek will build the X-axis values by weeksmonth will build the X-axis values by monthsquarter will build the X-axis values by quartersyear will build the X-axis values by years
Verba Recording System Version 7
Page 13 of 46
Report types - Standard
Agents Call Activity DetailsAgents Call Activity SummaryAgents Inbound Call ActivityAgents Outbound Call ActivityCall Activity DetailsCall Activity TrendHourly Call Activity TrendRecording Minute UsageRecording Servers Call Activity SummarySimultaneous Calls Trend
Agents Call Activity Details
Category: Call Activity Reports
Description
The Agents Call Activity Details report shows detailed call activity information for each agent, providing thedata collected from recorded calls database. The report details various available information from the callrecord including call date, duration, phone numbers, names, etc.
Filter options
Agent e-mail Only calls for the selected e-mail address(es) will be displayed
Agent name Only calls for the selected agent(s) will be displayed
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserStart Date, TimeDurationCaller Party Number, NameCalled Party Number, NameDirectionEnd
Charts
Verba Recording System Version 7
Page 14 of 46
None
Report sample
Agents Call Activity Summary
Category: Call Activity Reports
Description
The Agents Call Activity Summary report shows aggregated call activity information for each agent,providing the data collected from recorded calls database. The report summarizes various availableinformation from the call records including number of calls, average call duration, etc.
Filter options
Agent e-mail Only calls for the selected e-mail address(es) will be displayed
Agent name Only calls for the selected agent(s) will be displayed
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserCalls Handled
Verba Recording System Version 7
Page 15 of 46
Overall Call DurationAverage Call Duration
Charts
Number of records grouped by call direction for each agentTotal duration grouped by call direction for each agentAgent comparison charts rendered by N of records and total call duration
Report sample
Agents Inbound Call Activity
Category: Call Activity Reports
Description
The Agents Inbound Call Activity Summary report shows aggregated inbound call activity information foreach agent, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls for each calling number, etc.
Filter options
Agent e-mail Only calls for the selected e-mail address(es) will be displayed
Agent name Only calls for the selected agent(s) will be displayed
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Verba Recording System Version 7
Page 16 of 46
Information
Query IntervalPrint DateRecord CountUserCaller NumberCaller NameCalls Average DurationTotal Duration
Charts
None
Report sample
Agents Outbound Call Activity
Category: Call Activity Reports
Description
The Agents Outbound Call Activity Summary report shows aggregated outbound call activity information foreach agent, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls for each called number, etc.
Filter options
Agent e-mail Only calls for the selected e-mail address(es) will be displayed
Agent name Only calls for the selected agent(s) will be displayed
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Verba Recording System Version 7
Page 17 of 46
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserCaller NumberCaller NameCalls Average DurationTotal Duration
Charts
None
Report sample
Call Activity Details
Category: Call Activity Reports
Description
The Call Activity Details report shows detailed call activity information, providing the data collected fromrecorded calls database. The report details various available information from the call record including calldate, duration, phone numbers, names, etc.
Filter options
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Verba Recording System Version 7
Page 18 of 46
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserStart Date, TimeDurationCaller Party Number, NameCalled Party Number, NameDirectionEnd
Charts
None
Report sample
Call Activity Trend
Category: Call Activity Reports
Description
The Call Activity Trend report shows aggregated call activity information for each day in a month, providingthe data collected from recorded calls database. The report summarizes various available information fromthe call records including number of calls, durations, etc.
Filter options
Call direction Only calls for the selected call direction(s) will be displayed
Verba Recording System Version 7
Page 19 of 46
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserMonthly Call Count by DirectionsMonthly Call Count TotalMonthly Durations by Direction [sec]Monthly Durations Total [sec]
Charts
Monthly Call Count by DirectionsMonthly Call Count TotalMonthly Durations by Direction [sec]Monthly Durations Total [sec]
Report sample
Hourly Call Activity Trend
Category: Call Activity Reports
Description
The Hourly Call Activity Trend report shows aggregated call activity information for each hour in a day,providing the data collected from recorded calls database. The report summarizes various available
Verba Recording System Version 7
Page 20 of 46
information from the call records including number of calls.
Filter options
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserNumber of calls in each hour in a day
Charts
None
Report sample
Recording Minute Usage
Category: Call Activity Reports
Description
The Recording Minute Usage report shows aggregated call activity information for each configured groupand extension, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls, recorded minutes, etc.
Verba Recording System Version 7
Page 21 of 46
Filter options
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserGroup NameExtensionMinutes RecordedCallsDefault Minutes Total
Charts
User Comparison
Report sample
Recording Servers Call Activity Summary
Category: Call Activity Reports
Description
Verba Recording System Version 7
Page 22 of 46
The Recording Servers Call Activity Summary report shows aggregated call activity information for eachrecording server, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls, average call duration, etc
Filter options
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserServer NameCalls RecordedOverall Call DurationAverage Call Duration
Charts
N of Calls By Call DirectionDurations By Call DirectionNumber of Calls By Call DirectionTotal Call Duration by Call Direction
Report sample
Simultaneous Calls Trend
Verba Recording System Version 7
Page 23 of 46
Category: Call Activity Reports
Description
The Simultaneous Calls Trend report shows aggregated call activity information, providing the data collectedfrom recorded calls database. The report shows the trend of number of simultaneous calls in the selectedtime step.
Filter options
Call direction Only calls for the selected call direction(s) will be displayed
Called partyname
Only calls for the selected called party(s) will be displayed
Called partynumber
Only calls for the selected called party(s) will be displayed
Caller partyname
Only calls for the selected called party(s) will be displayed
Caller partynumber
Only calls for the selected called party(s) will be displayed
Media file name Only calls for the selected media file(s) will be displayed
Recording server Only calls for the selected recording server(s) will be displayed
Time b> Defines the resolution of the X axis.
DayWeekMonthQuarterYear
Information
Query IntervalPrint DateUserServer NameNumber of simultaneous calls for each time step
Charts
Number of simultaneous calls displayed on the selected time frame
Report sample
Verba Recording System Version 7
Page 24 of 46
Verba Recording System Version 7
Page 25 of 46
Report types - Quality Management
Agents Evaluation DetailsAgents Evaluation SummaryAgents Performance SummaryAgents Performance TrendAgents Quality vs Productivity (Average Call Duration)Agents Quality vs Productivity (Calls Handled)Agents Skills Performance SummaryEvaluators Activity SummaryEvaluators ProductivityEvaluators SummaryGroups Evaluation SummaryGroups Performance SummaryGroups Performance TrendGroups Quality vs Productivity (Average Call Duration)Groups Quality vs Productivity (Calls Handled)Score DistributionScorecard CalibrationSkills Performance SummarySkills Performance Trend
Agents Evaluation Details
Category: Quality Management Reports
Description
The Agent Evaluation Details report shows detailed information for each evaluation for an agent, providingthe data collected from scorecards. The report details all available information from the scorecard includingagent name, evaluator name, supervisor name, evaluation date, call details, evaluation form, scoringinformation, classification, etc.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Skill Only evaluations for the selected skill(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserAgent NameGroup NameEvaluation Project NameEvaluation Form NameEvaluated byEvaluation DateCall DurationCall Date and TimeClassification
Verba Recording System Version 7
Page 26 of 46
Charts
None
Report sample
Agents Evaluation Summary
Category: Quality Management Reports
Description
The Agents Evaluation Summary report shows aggregated information for each agent, providing the datacollected from scorecards. The report details all available information from the scorecards including agentname, evaluator name, supervisor name, evaluation date, scoring information, classification, etc.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserAgent NameGroup nameForm NameEvaluator NameEvaluation DateCall Duration
Verba Recording System Version 7
Page 27 of 46
Call DateClassificationScore
Charts
Agents Average Scores Comparison Chart
Report sample
Agents Performance Summary
Category: Quality Management Reports
Description
The Agents Performance Summary report shows aggregated information for each agent, providing the datacollected from scorecards. The report shows summarized scoring information for each agent andcomparison for group and organization average scores.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserAgent NameAgent Average ScoreGroup Average Score
Verba Recording System Version 7
Page 28 of 46
Organization Average ScoreAgent - Group Average Score DifferenceAgent - Organization - Average Score DifferenceNumber Of EvaluationsLast Evaluation Date and Time
Charts
Agents Average Scores Comparison Chart
Report sample
Agents Performance Trend
Category: Quality Management Reports
Description
The Agents Performance Trend report shows the overall performance of one or more agents over aspecified amount of time, providing the data collected from scorecards. The report shows the averagescores for each agent on the configured time steps.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Time b> Defines the resolution of the X axis.
DayWeekMonthQuarterYear
Verba Recording System Version 7
Page 29 of 46
Information
Query IntervalPrint DateRecord CountUserAgent Average Score for each time step
Charts
Agents Average Scores Comparison Chart
Report sample
Agents Quality vs Productivity (Average Call Duration)
Category: Quality Management Reports
Description
The Agents Quality vs Productivity (Average Call Duration) report compares the quality of the agent and theproductivity of the agent for each agent, providing the data collected from scorecards and call detailsinformation. The productivity of the agent is represented by the average duration of the handled calls. Thereport details information grouped by agent(s).
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Verba Recording System Version 7
Page 30 of 46
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserAgent NameGroup NameNumber of EvaluationsAverage Call DurationAgent Average Score
Charts
Agents Quality vs. Productivity (Average Call Duration) Comparison Chart
Report sample
Agents Quality vs Productivity (Calls Handled)
Category: Quality Management Reports
Description
The Agents Quality vs Productivity (Calls Handled) report compares the quality of the agent and theproductivity of the agent for each agent, providing the data collected from scorecards and call detailsinformation. The productivity of the agent is represented by the number of the handled calls. The reportdetails information grouped by agent(s).
Verba Recording System Version 7
Page 31 of 46
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserAgent NameGroup NameNumber of EvaluationsAverage Call DurationAgent Average Score
Charts
Agents Quality vs. Productivity (Calls Handled) Comparison Chart
Report sample
Verba Recording System Version 7
Page 32 of 46
Agents Skills Performance Summary
Category: Quality Management Reports
Description
The Agents Skills Performance Summary report shows aggregated information for each agent, providing thedata collected from scorecards. The report shows average score values of the skills for each agent.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Skill Only evaluations for the selected skill(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserAgent NameGroup NameNumber of EvaluationsAgent Average ScoreSkill NameSkill Average Score
Charts
None
Report sample
Verba Recording System Version 7
Page 33 of 46
Evaluators Activity Summary
Category: Quality Management Reports
Description
The Evaluators Activity Summary report shows aggregated information for each evaluator, providing thedata collected from scorecards. The report details information about all scorecards for each evaluatorshowing various scorecard data like call details, score, evaluation date and duration, etc.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserEvaluator NameNumber of EvaluationsAverage Evaluation TimeAverage Score for the EvaluatorCall DateCall DurationAgentFormEvaluation DateEvaluation Time (the length of the evaluation)Score
Charts
None
Report sample
Verba Recording System Version 7
Page 34 of 46
Evaluators Productivity
Category: Quality Management Reports
Description
The Evaluators Productivity report shows aggregated information for each evaluator, providing the datacollected from scorecards. The report summarizes the performance of the evaluators by showing thenumber of evaluations, the average number of evaluations per hour, the comparison of the length of theevaluations to the length of the call, etc.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserEvaluator NameEvaluationsAverage Evaluations/hourAverage Call DurationAverage Evaluation TimeCall length to Evaluation Time Ratio
Charts
Evaluators Productivity Comparison Chart
Report sample
Verba Recording System Version 7
Page 35 of 46
Evaluators Summary
Category: Quality Management Reports
Description
The Evaluators Summary report shows aggregated information for each evaluator, providing the datacollected from scorecards. The report summarizes the average score values for each evaluator and alsodisplays group and organization average scores and the difference of these to the evaluator's score.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserEvaluator NameEvaluator Average ScoreGroup Average ScoreOrganization Average Score
Verba Recording System Version 7
Page 36 of 46
Evaluator - Group Average Score DifferenceEvaluator - Organization Average Score DifferenceNumber of EvaluationsLast Evaluation Date and Time
Charts
Evaluators Average Scores Comparison Chart
Report sample
Groups Evaluation Summary
Category: Quality Management Reports
Description
The Groups Evaluation Summary report shows aggregated information for each group, providing the datacollected from scorecards. The report summarizes average score values, number of evaluations, etc.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserGroup NameNumber of Agents in GroupNumber of Evaluations
Verba Recording System Version 7
Page 37 of 46
Average Score
Charts
Groups Average Scores Comparison Chart
Report sample
Groups Performance Summary
Category: Quality Management Reports
Description
The Groups Performance Summary report shows aggregated information for each group, providing the datacollected from scorecards. The report shows summarized scoring information for each group andcomparison for organization average scores.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Verba Recording System Version 7
Page 38 of 46
Information
Query IntervalPrint DateRecord CountUserGroup NameNumber of Agents in GroupGroup Average ScoreOrganization Average ScoreGroup - Organization Average Score DifferenceNumber of EvaluationsLast Evaluation Date and Time
Charts
Groups Average Scores Comparison Chart
Report sample
Groups Performance Trend
Category: Quality Management Reports
Description
The Groups Performance Trend report shows the overall performance of one or more groups over aspecified amount of time, providing the data collected from scorecards. The report shows the averagescores for each group on the configured time steps.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Verba Recording System Version 7
Page 39 of 46
Time b> Defines the resolution of the X axis.
DayWeekMonthQuarterYear
Information
Query IntervalPrint DateRecord CountUserGroup Average Score for each time step
Charts
Groups Average Scores Comparison Chart
Report sample
Groups Quality vs Productivity (Average Call Duration)
Category: Quality Management Reports
Description
The Groups Quality vs Productivity (Average Call Duration) report compares the quality of the group and theproductivity of the group for each group, providing the data collected from scorecards and call detailsinformation. The productivity of the group is represented by the average duration of the handled calls. Thereport details information grouped by group(s).
Filter options
Verba Recording System Version 7
Page 40 of 46
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserGroup NameNumber of EvaluationsAverage Call DurationGroup Average Score
Charts
Groups Quality vs. Productivity (Average Call Duration) Comparison Chart
Report sample
Groups Quality vs Productivity (Calls Handled)
Category: Quality Management Reports
Verba Recording System Version 7
Page 41 of 46
Description
The Groups Quality vs Productivity (Calls Handled) report compares the quality of the group and theproductivity of the group for group agent, providing the data collected from scorecards and call detailsinformation. The productivity of the group is represented by the number of the handled calls. The reportdetails information grouped by group(s).
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserGroup NameNumber of EvaluationsCalls Handled / DayGroup Average Score
Charts
Groups Quality vs. Productivity (Calls Handled) Comparison Chart
Report sample
Verba Recording System Version 7
Page 42 of 46
Score Distribution
Category: Quality Management Reports
Description
The Score Distribution report shows the distribution of the score values, providing the data collected fromscorecards. The report displays the number of scorecards for each score value.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserStandard DeviationNumber of scorecards for each score value
Charts
Verba Recording System Version 7
Page 43 of 46
Score Distribution Chart
Report sample
Scorecard Calibration
Category: Quality Management Reports
Description
The Scorecard Calibration report shows calibration information for each calibrated scorecard. The reportdisplays and compares the scores submitted by each evaluator for the given call.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserEvaluatorEvaluation DateForm
Verba Recording System Version 7
Page 44 of 46
ClassificationEvaluation TimeAgentScorePopulation Standard Deviation
Charts
None
Report sample
Skills Performance Summary
Category: Quality Management Reports
Description
The Skills Performance Summary report shows aggregated information for each skill, providing the datacollected from scorecards. The report shows summarized scoring information for each skill.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Skill Only evaluations for the selected skill(s) will be displayed
Information
Query IntervalPrint DateRecord CountUserSkill Name
Verba Recording System Version 7
Page 45 of 46
Skill Average Score
Charts
Skills Average Scores Comparison Chart
Report sample
Skills Performance Trend
Category: Quality Management Reports
Description
The Skills Performance Trend report shows the overall performance of one or more skills over a specifiedamount of time, providing the data collected from scorecards. The report shows the average scores for eachskill on the configured time steps.
Filter options
Agent Only evaluations for the selected agent(s) will be displayed
Evaluated by Only evaluations for the selected evaluator(s) will be displayed
Evaluation form Only evaluations for the selected evaluation form(s) will be displayed
Evaluationproject
Only evaluations for the selected evaluation project(s) will be displayed
Groups Only evaluations for the selected group(s) will be displayed
Score Only evaluations for the selected score(s) will be displayed
Verba Recording System Version 7
Page 46 of 46
Skill Only evaluations for the selected skill(s) will be displayed
Time b> Defines the resolution of the X axis.
DayWeekMonthQuarterYear
Information
Query IntervalPrint DateRecord CountUserSkill Average Score for each time step
Charts
Skills Performance Trend Chart
Report sample