Appraisal Report
Last updated
Last updated
The appraisal report is feature that make it easy for supervisors to see the agents appraisal from Quality Assurance (QA) in .XLS, .PDF, .CSV or .TXT file that can be sorted by channel, agent, QA and date range, such as images below.
In order to display the appraisal report data, make sure that the ‘QA’ team has provided an appraisal of the agent’s performance on the quality assurance > performance rating page. To see step by step add a appraisal, see ‘Performance Appraisal‘ section.
After the appraisal is submitted, To view the report, go to analytic menu and click the live agent menus, then click appraisal report that you can find on the left sidebar.
You can see chart appraisal report of each channels that available on omnichannel and tables with agent name, group and other metrics that can be sorted by date range, agents, channel, or QA. Appraisal report can be downloaded to a .XLS, .PDF, .CSV or .TXT file, such as images below.
Component explanation :
Component
Description
Agent
Agent name
Group
Group name where the user is assigned to the group.
Number of sample
The number of tickets handled by the user and has been given an appraised by QA.
Total score average
The total average score obtained by the users. for calculating the Total Score Average (TSA), i.e TSA = total score from all ticket : number of sample.
from the picture above there are 6 samples, and from these samples, agent Rachel Lee has 1 sample with a total score of 90, Agent Olivia Wilder has 1 sample with a total score of 55 and Agent Ridho has 2 samples with a total score of each ticket is (90, 3). then the calculation is:
Agent Rachel Lee
TSA = total score / number of sample.
TSA = 90 / 1
TSA = 90
Agent Olivia Wilder
TSA = total score / number of sample.
TSA = 55 / 1
TSA = 55
Agent Ridho
TSA = total score / number of sample.
TSA = (90+3) / 4
TSA = 46.5
If the appraisal report filter fails, you will see a pop-up of warning notification. There are several possibilities in the event of a failed filter appraisal report, i.e :
On that date, no Quality Assurance Team (QA) has ever added an assessment of the agent’s performance
There is no Quality Assurance (QA) team that provides an assessment of the performance of selected agents.
There is no Quality Assurance (QA) team that provides an assessment of selected channels.
Or, you can view the detailed appraisal report of each agent by clicking on the ‘view details‘ icon in the action area.
In this page, you can see chart appraisal report of each channels that available on omnichannel and see detailed table with ticket number, channel, appraised by, appraised date and score, as shown below.
To see the details of the appraised that has been given by QA on each ticket handled by the user, you can click ‘view details‘ icon in the action area.
