QA Self-Evaluation Reporting
Self-evaluation is a process that helps managers and supervisors see how agents view their own performance. Agents can easily compare their self-evaluations to those performed by evaluators. This leads to more productive coaching sessions and a sense of agent empowerment, which in turn contributes to higher-quality customer service, reduced agent confusion and frustration, and improved employee morale.
QA Self-Evaluation Reporting is based on the self-evaluations that your agents have performed. Scores associated with self-evaluations are not included in regular QA Reporting reports, and vice versa.
Self-Evaluation Agent Summary Report
Adds self-evaluation detail to the existing Agent QA Summary report.
Self-Evaluation Detail Report
Adds full self-evaluation details to the existing Call Evaluation Detail report. Limited to the first 500 records meeting criteria.
Self-Evaluation Group Summary Report
Adds self-evaluation detail to the existing Group QA Summary report.
Self-Evaluation Trending Report
The Self-Evaluation Trending Report details how agents have scored themselves on one or more self-evaluation forms over a period of time. The report is organized by agent and then by form. Performance can be further broken down on a section-by-section, and question-by-question basis, depending on how the QA form was created.
This report can be used to monitor how agents score themselves on calls over time, and can be especially valuable to review trends before and after coaching sessions. Because the report can include all evaluations, it can also be used to compare self-evaluation scores to regular QA scores for the same agent.
Self-Evaluator Comparison Report
The Self-Evaluator Comparison Report allows you to compare self-evaluations to standard evaluations for the same recorded interaction. Depending on the number of questions on the forms, and the number of evaluations, this report may run to several pages in length.
You must complete all fields to run this report.
In the sample report shown in the following image, a standard evaluation and a self-evaluation have been completed for the same call using different forms (Call ID 1747).
