QA Calibration Reporting
Calibration is a process that helps ensure all evaluators in your organization score calls consistently and fairly, following any established standards, rules, and best practices. When agents receive feedback and direction based on consistent scoring, the results include higher-quality customer service, reduced agent confusion and frustration, and improved employee morale. NICE Uptivity supports the calibration process by means of calibration evaluations.
QA Calibration Reporting is based on the calibration evaluations that your quality assurance (QA) team members have performed. Scores associated with calibration evaluations are not included in regular QA Reporting reports, and vice versa.
Calibration Agent QA Summary
Adds a calibration detail to the existing Agent QA Summary report.
Calibration Evaluation Detail Report
Adds a calibration detail to the existing Call Evaluation Detail report.
Calibration Evaluator Comparison Report
The Calibration Evaluator Comparison Report allows you to see, on a section-by-section and question-by-question basis, how each participating evaluator scored the designated call. Depending on the number of questions on the form, and the number of evaluators, this report may run to several pages in length for a single calibration.
You must complete all fields to run this report.
In the sample report shown in the following image, a group of four evaluators has completed a calibration evaluation for the same call (Call ID 1825).
Calibration Evaluator QA Summary
Adds a calibration detail to the existing Evaluator QA Summary report.
Calibration Group Summary
Adds a calibration detail to the existing Group QA Summary report.
QA Calibration Trending Report
The QA Calibration Trending Report details performance of one or more evaluators on one or more QA evaluation forms over a period of time. The report is organized by evaluator 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 the evaluator scores calls before and after calibration-related coaching. Because the report can include all evaluations, it is not meant to monitor trends only in calibration evaluations.
