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:

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.

image2019-3-5_12-22-14.png:

  • 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.

image2019-3-5_12-22-44.png

  • 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

Related articles appear here based on the labels you select. Click to edit the macro and add or change labels.



Related issues