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
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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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