Contents

Calibration Details

The Calibration Details report displays a detailed assessment of the quality of an interaction. The report can be grouped by Scorer or Scored individuals.

The detailed information in the report includes:

Number of Scorecards
Average Score
Highest Score
Lowest Score
Median Score
Score Variance
Scored User
- Recording ID
- Total Count
- Variance
- Interaction ID
- Total Talk
- Total Hold
- Wrap-up Code
- Scorer
- Total Score
- Critical Score
- Non-Critical Score
- Pass/Fail
- Rank
Scoring User
- Scored User
- Total Recordings
- Variance
- Recording ID
- Total Score
- Critical Score
- Non-Critical Score
- Pass/Fail
- Rank
- Interaction ID
- Total Talk
- Total Hold
- Wrap-up Code

Parameters

The following parameters can be specified for the Calibration Details report.

Required Parameters

Date Time Range
Directory
Questionnaire Name

Additional Parameters

Media Type
Scoring User
Workgroup Queue
Recording ID
Scored User
Calibration Only

Group By and Summary Parameters

Group Report by

Parameter Descriptions

Parameter	Parameter Type	Required/Optional	Description
Date Time Range	Filter	Required	The date and time range bounds
Directory	Filter	Required	Directory where Questionnaire resides
Questionnaire name	Filter	Required	Questionnaire Name to filter by
Media Type	Filter	Optional	Media type to filter by: Generic, Call, Chat, Email, Fax, Screen, Social Conversation, Social Direct Message, All
Scoring User	Filter	Optional	Scoring user to filter by
Workgroup Queue	Filter	Optional	Workgroup queue to filter by
Recording ID	Filter	Optional	Recording ID to filter by
Scored User	Filter	Optional	Scored User to filter by
Calibration Only	Filter	Optional	Select Yes to filter by scorecards marked for Calibration Select No to filter by scorecards not marked for Calibration Default includes all scorecards in the report
Group Report By	Format/Informational	Optional	Group report by Scoring User or Scored User

Sample report

Click on the images below to view samples of this report.

Scoring User

Scored User

Report Element Descriptions

Report Element	Database Column or Computation	Details
Number of Scorecards	FormId	Count(FormId)/Questionnaire
Average Score	CombinedPercentileScore	Average(CombinedPercentileScore)/Questionnaire
Highest Score	CombinedPercentileScore	Max(CombinedPercentileScore)/Questionnaire
Lowest Score	CombinedPercentileScore	Min(CombinedPercentileScore)/Questionnaire
Median Score	CombinedPercentileScore	Median(CombinedPercentileScore)/Questionnaire
Score Variance	CombinedPercentileScore	(Highest Score - Lowest Score)/Questionnaire
Scored User	ScoredUserFirstName, ScoredUserLastName	Convert to Display Name by calling CRUFL function
Recording ID	RecordingId	Recording ID
Total Count	Calculated	Total count of recordings grouped by Scoring User/Scored User
Variance	Calculated	High total score - low total score, grouped by Scoring User/Scored User
Interaction ID	QueueObjectIdKey	Interaction ID Key
Total Talk	tConnected + tHeld	Time for connected + held for interaction
Total Hold	tHeld	Sum of the hold time for interaction
Wrap-up Code	WrapupCode	Wrap-up code
Scorer	ScoringUserFirstName, ScoringUserLastName	Convert to Display Name by calling CRUFL function
Total Score	CombinedPercentileScore	Total score
Critical Score	CriticalScore	Critical score of user
Non-Critical Score	NonCriticalPercentileScore	Non critical score of user
Pass/Fail	IsFailed	Check mark for true and 'X' for false
Rank	RankName	Rank of the user
Scoring User	ScoringUserFirstName, ScoringUserLastName	Convert to Display Name by calling CRUFL function
Total Recordings	Calculated	Total count of recordings grouped by Scoring User/Scored User

Stored Procedure

sprpt_QuestionnaireScores2

Tables/Views

RecordingSummaryScoring_viw
scoringsummary_calltime_viw
InteractionWrapup
IR_Questionnaire