CxQM Reports Module
You must have the default Administrator or Supervisor role or a custom role that includes the Reports > Evaluation Reports > Full Control and/or the Reports > Recording Reports > Full Control permission to use quality reports.
Quality Management reporting can provide a company's quality management organization with information on agents, groups, resources, interactions, evaluators and evaluations that can indicate how well the local quality management plan is working.
CxQM comes with a number of built-in Recording and Evaluation reports available ready for immediate use.
Available Recording Reports
When CxRecord is enabled, these reports become available:
| Report Name | Description |
|---|---|
| Agent Comparison Report | This Table compares the total number of All Calls, the Average Call Length, and the Total Talk Time for each Agent for the Previous 30 days across one recorder. |
| Avg Call Length by Agent Report | This Line Graph compares the Average Call Length in seconds for each Agent within the Previous 30 days across one recorder. |
| Avg Call Length by Group Report | This Line Graph compares the Average Call Length in seconds for each Group within the Previous 30 days across one recorder. |
| Group Comparison Report | This Table compares the total number of All Calls, the Average Call Length, and the Total Talk Time for each Group within the Previous 30 days across one recorder. |
| Total Calls by Agent Report | This Column Graph compares the total number of All Calls for each Agent within the Previous 30 days across one recorder. |
| Total Calls by Group Report | This Column Graph compares the total number of All Calls for each Group within the Previous 30 days. |
| Total Talk Time by Agent Report | This Bar Graph compares the Total Talk Time on a call for each Agent within the Previous 30 days. |
| Total Talk Time by Group Report | This Bar Graph compares the Total Talk Time on a call for each Groups within the Previous 30 days. |
Available Evaluation Reports
When CxEvaluate is enabled, these reports become available:
| Report Name | Description |
|---|---|
| Average Score by Agent Report | This bar graph compares the Average Total Score for each Agent for the Current Year across all (Multiple) Completed evaluations. |
| This bar graph compares the Average Total Score and the Average SkillSet Score for each Evaluator for the Current Year across all (Multiple) Completed evaluations. | |
| Average Score by Group Report | This line graph compares the Average Total Score for each Groups of Agents for the Current Year across all (Multiple) Completed evaluations. |
| Average Score Per Question Report | his table compares the Average Score Per Question in an evaluation with its question and group number. Before running this report, an evaluation form will need to be selected. This report was run with All Answer Detail selected. |
| This table compares the Total Evaluation Counts between Evaluators for the Current Year across all (Multiple) Completed evaluations. | |
| List Completed Evaluations Report | This table lists the Completed Evaluations for the Current Year across all (Multiple) evaluations. The List Completed Evaluations Report is ideal for distributing to an executive or manager not familiar with Engage. Before running this report, Reported Data will need to be selected. |
| This table compares the Average Score Per Question between Agents for the Current Year in one evaluation. Before running this report, an evaluation form will need to be selected. | |
| Per Question Score by Evaluator Report | This table compares the Average Score Per Question between Evaluators for the Current Year in one evaluation. Before running this report, an evaluation form will need to be selected. |
| Per Question Score by Group Report | This table compares the Average Score Per Question between Groups of Agents for the Current Year in one evaluation. Before running this report, an evaluation form will need to be selected. |
| Non-Built-In Reports | Optional: The following reports can be quickly created as new evaluation reports. |
| List Comments Report | Lists comments from evaluations. |
| Track evaluation changes by Question Text, Changed By, Changed Date & Time, Old Value, New Value, Score Total, Evaluation Reference, and Evaluation Form. | |
| Trend Question Group Scores | To see improvement in one Question Group Score week over week for the last year, trend one question group on one evaluation. |
Accessing Quality Reports
Access CxEngage Quality Evaluation Reports using CxEngage Management Console > Quality Management > Reports. The Reports tab appears with a sub-tab named Designs.
After reports have been setup and run, their report results can be:
- Displayed on the CxEngage Management Console under a new tab with the name of the report in it.
- Exported in a number of document formats.
- Distributed by Email.
- Printed.
