Report 9.02 - Post Call Survey (PCS) Summary Agent

Provides the average scores of agents for a specific Post Call Survey across all Business Processes and/or a specific Business Process

Parameters:

  • Customer Database – source database
  • Time Zone - customer’s time zone by Default
  • Manual Start Date and Time
  • Manual End Date and Time
  • Period
  • Calculated Start Period
  • Calculated End Period
  • Opt In Business Process
  • Agents

Fields:

  • All Business Processes – The average of all scores received from each Agent in all Opt in Business Processes with a survey.  The Agent average for a survey is calculated by taking the sum of each survey answer and dividing the sum by the number of questions with a selection.  The average for all Business Processes is the sum of all averages that an Agent had for a specific survey in all Business Processes divided by the total number of specific surveys in all Business Processes. 
  • Agent – The name(s) of Agents in the interaction for a survey.  All Agents included in an interaction are listed.
  • Business Process –  The average of all scores received from each Agent in an Opt in Business Process with a survey.  The Agent average for a survey is calculated by taking the sum of each survey answer and dividing the sum by the number of questions with a selection.  The average for a Business Process is the sum of all averages that an Agent had for a specific survey in a Business Process divided by the total number of specific surveys in that Business Process.
  • Survey Name – The name of the survey in ECS Setup.

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