Nortel Quality Monitoring Reference Manual page 34

Product release 6.01

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Graphs and Reports

Score (the score from the evaluations that used this question added

together)

Possible (the highest possible score from the evaluations that used this

question added together)

Percent (score/possible).

The totals are displayed as follows:

# of evaluations (# of Evals) (the total # of evaluations done with this

question in it for all of the groups that were created)

Score (the score from the evaluations that used this question added

together for all of the groups that were created)

Possible (the highest possible score from the evaluations that used this

question added together for all of the groups that were created)

Percent (total score/total possible).

Using this report

This is the most beneficial report for any center. It illustrates the greatest

opportunity for immediate impact in any quality process. By identifying

Low Hanging Fruit, management can implement process improvements to

enhance customer service and satisfaction at all levels. This report can be

run from the center, manager and supervisor level, as well as the agent level.

You can also run comparison reports between multiple groups, or an agent

and the rest of the team.

Standard 3.0

Nortel Quality Monitoring

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