Download Appraisal Report
Last updated
Last updated
Each report on the analytic page can be generated and downloaded to a (.xls, .pdf, .csv, and .txt) file and saved to your local drive for offline viewings such as analysis, sharing, or backup purposes. To download the report, go to Analytic and select the Live Agent menu, and click Appraisal Report. In the upper right corner of the page, click the 'Download' button. Then, in the dialog box of the download appraisal report, click 'Generate Report'.
And then, the file will be generated and you can download the file by clicking the 'Download' icon ( ). If you open the file, data will be displayed as shown images below.
The download report includes three sheets: Summary, Channel Summary, and Appraisal Report. Sheets summary will combine reports based on template summary sheets and appraisal reports. The components for the summary sheet are explained as follows:
Template Name
Rating criteria template name.
Name
Agent's appraised name.
Average Total Score
The total average score obtained by the users. For calculating the average total score, i.e total score from all tickets : number of samples.
Sample Size
The agent's total number of tickets was evaluated.
Sample Defect
If the rating templates obtained critical value 'No', this column will be set into '1'.
Variable CE
Variable Critical Error is the number of critical variables contained in the rating template. Note: If the rating criteria template is normal weight, variable with boom point value will be added as this variable.
Variable NCE
Variable Non-Critical Error is the number of non-critical variables contained in the rating criteria template.
Variable CE Defect
Total of variable CE has 'No' value. Every variable CE with 'No' value makes the variable CE defect are 'True' or 1.
Variable NCE Defect
Total of variable NCE has 'No' value. Every variable NCE with 'No' value makes the variable NCE defect are 'True' or 1.
CE Accuration
The percentage of accuracy for the critical error value. Here's how to calculated it: CE Acc = (1 - (sample defect / sample size)) * 100%.
NCE Accuration
The percentage of accuracy for the non-critical error value. Here's how to calculated it: NCE Acc = (1 - (Variable NCE Defect / (Sample Size * Variable NCE))) * 100%.
CE & NCE Accuration
Total percentage of the value of critical and non-critical error with calculation, CE&NCE Acc = 60% CE Acc + 40% NCE Acc.
The template summary sheets report details how QA agents used the rating criteria template to rate tickets, as shown below.
Component Explanation:
Template Name
Rating criteria template name.
Name
Agent's appraised name.
Average Total Score
The total average score obtained by the users. For calculating the average total score, i.e total score from all tickets : number of samples.
Sample Size
The agent's total number of tickets was evaluated.
Sample Defect
If the rating templates obtained critical value 'No', this column will be set into '1'.
Variable CE
Variable Critical Error is the number of critical variables contained in the rating template. Note: If the rating criteria template is normal weight, variable with boom point value will be added as this variable.
Variable NCE
Variable Non-Critical Error is the number of non-critical variables contained in the rating criteria template.
Variable CE Defect
Total of variable CE has 'No' value. Every variable CE with 'No' value makes the variable CE defect are 'True' or 1.
Variable NCE Defect
Total of variable NCE has 'No' value. Every variable NCE with 'No' value makes the variable NCE defect are 'True' or 1.
CE Accuration
The percentage of accuracy for the critical error value. Here's how to calculated it: CE Acc = (1 - (sample defect / sample size)) * 100%.
NCE Accuration
The percentage of accuracy for the non-critical error value. Here's how to calculated it: NCE Acc = (1 - (Variable NCE Defect / (Sample Size * Variable NCE))) * 100%.
CE & NCE Accuration
Total percentage of the value of critical and non-critical error with calculation, CE&NCE Acc = 60% CE Acc + 40% NCE Acc.
Sample Defect - #Business Impact
#Business Impact is one of the criteria tag names contained in the rating criteria template. If the criteria tag obtained critical value 'No', this column will be set into '1'.
CE Accuracy - #Business Impact
#Business Impact is one of the criteria tag names contained in the rating criteria template. The percentage of accuracy for the critical error value for that criteria tag. Here's how to calculated it: CE Acc = (1 - (sample defect / sample size)) * 100%.
The comment category sheets will show you the total remark category utilized across all templates in your rating criteria, as shown images below.
Component Explanation:
Criteria
Name of criteria that has remark category.
Remark
Remark category name.
Total
The total remark category is used in the Agent's appraisal.
The appraisal report sheets display all appraisal reports carried out by QA agents on the performance rating page as shown images below.
Component Explanation:
Template Name
Rating criteria template name.
Name
Agent's appraised name.
Ticket Number
Unique number for each ticket.
Created Ticket Date
Indicates when your ticket is created.
Appraised By
Your ticket's QA agent's name.
Appraised Ticket Date
Indicates when your ticket was appraised by QA.
Summary Criteria Defect
The number of criteria that have value of 'No'. Each ticket that contains this criterion and has a value of 'No' will make summary criteria defect with a value of '1'.
Reduction Score
If additional score reduction is entered, the total score will automatically decrease
Total
QA's total score for that ticket.
Variable CE Defect
Total of variable CE has 'No' value. Every variable CE with 'No' value makes the variable CE defect are 'True' or 1.
Variable NCE Defect
Total of variable NCE has 'No' value. Every variable NCE with 'No' value makes the variable NCE defect are 'True' or 1.
Appraisal Remark
To add a remark or description for overall appraisal.
Comment Summaruy
Display comments contained in the appraisal report.
Note: Orange column indicates that the column has criteria set as a critical point.
