Follow the steps below to get the Post Call Survey Report (PCS):

OVERVIEW

NAVIGATE

 From the Dashboard, navigate to Report → Post-Call Survey. The system will navigate you to the page Post-Call Survey.

From the Survey Report, select Report Type on the Combobox, as below:

Enter the required information as the sample below, then click View Report:

View Survey Report by filling or altering the following fields:

• From Date/To Date: Select the date to show the report.

• Agent ID: This is the person's id, who responses to the customer's contact.

• Facility: It can be a location, an office, a hospital, ahead, etc.

• Skillset: Agent skill set. This is Agent VDN in the Avaya system.

• Exclude Selected Skillsets: 

REPORT TYPE

OVERVIEW WITH ALL SKILLSETS

The following explains the fields that are represented in the Overview with all skillsets report:

Cut-Off Acceptable Score (COAS)

This report presents the number of contacts and the average score group by COAS.

:

• Category: Have 3 categories: above COAS, equals COAS, below COAS
• Amount:  Number of contacts.
• Average:  Average score.

Worst Quadrants

This report presents the worst quadrants for 3 categories: date, day of week and hour.

• Worst date: The date that the average score is lowest.
• Worst day of week:  The day of the week that average score is lowest.
  
• Worst hour:  The hour that average score is lowest.
  

Overview by date and time

• Summary by Hour

  
  

• Summary by Day of Week

  
  

• Weekly summary

  
  

• Monthly summary 

  
  

Related articles

• Page:
  Guideline How To Use The Agent Dashboard
• Page:
  How to manage API User at General Configuration
• Page:
  How to manage Postcall Survey Configuration
• Page:
  How to manage User Setting at Screen Pop Configuration
• Page:
  How to manage FQ Config at FreedomQ Configuration