Introduction

The Agent Call Qualification Report provides supervisors with a breakdown of how frequently agents select specific call qualifications during customer interactions. This report is valuable for understanding how agents categorise calls and whether they are consistently using the correct qualifications.

Purpose of the Report

This report assists supervisors in evaluating the use of call qualifications by agents during their interactions. By tracking the frequency of call qualification entries, supervisors can ensure that calls are being categorised accurately and consistently, which helps in analysing call trends and agent performance.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Agents: Identifies the agents included in the report.

Report Period

Report Period: The time period covered by the report as selected during setup.

Per Agent Data

For each agent, the following data is displayed:

Agent Name: The short name of the agent.

Per Call Qualifications:

Call Qualification: The description of the selected call qualification as entered during setup.

Frequency: The total number of times a specific call qualification was selected during the reporting period.

Handling of Multiple Qualifiers

If your company allows multiple qualifiers to be assigned to a single call, the report can display them either as individual items (Example 1) or as combined qualifiers (Example 2), based on server settings. The report always reflects the configuration as set on the server.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor notices discrepancies in how agents are qualifying similar types of calls. Upon reviewing the Agent Call Qualification Report, the supervisor identifies that some agents are inconsistent in their use of qualifiers. The supervisor organises a training session to clarify when to use specific qualifications, leading to improved accuracy and consistency.

Conclusion

The Agent Call Qualification Report is an essential tool for tracking how agents categorise their calls. By monitoring qualification frequency, supervisors can identify inconsistencies and ensure accurate data recording, which aids in analysing call trends and performance metrics.