Survey vs. Quality Scores Report

This report compares survey and quality scores from Interaction Recorder for a given agent. This report includes data from completed surveys.

Note  This report is only for customers that are already using Interaction Recorder. The report will not run if the Recorder database is not found in the system. Report Log Tables from Interaction Recorder used for this report are: RecordingData and QuestionnaireForm.

Parameters

Specify a range of dates and times, name of a survey, and users to include in the report. In addition, choose whether or not to highlight differences in scores above a specific percentage.

Report Log Tables	Interaction Administrator Unique Report Identifier
vcssSurveyScoringSummary SurveyForm scoringsummary_viw	SURVEY_VS_QUALITY

 

 

 

Report Element	Report Field or Value	Field or Value Description
Scores - Survey		Agent survey score from Recorder
Scores - Quality		Agent quality score from survey
Scores - Comparison		Bar graph comparison of survey vs. quality
Difference %		Percent difference between survey score and quality score
UserID	ICUserID	User ID

 

Record Selection Criteria:

( isnull({scoringsummary_viw.RecordingDate}) or {scoringsummary_viw.RecordingDate} in {?RecordingDateTime_GMT})

and

{vcssSurveyScoringSummary.ICUserId} in {?Users} and

{vcssSurveyScoringSummary.SurveyName} in {?Survey} and

{vcssSurveyScoringSummary.IsCompleted} <> 0