Report 9.03 - Post Call Survey (PCS) Summary BP

Provides the average scores for a 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. 
    • 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.

  • No labels