Download Appraisal Report

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'.

Generate Report Appraisal 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.

Excel File Appraisal Report Sheets Summary

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:

Nama	Deskripsi
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.

Excel File Appraisal Report Sheets Template Summary

Component Explanation:

Nama	Deskripsi
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.

Excel File Appraisal Report Sheets Remark Category Summary

Component Explanation:

Name	Description
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.

Excel File Appraisal Report Sheets Appraisal Report

Component Explanation:

Nama	Deskripsi
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.