Nortel Quality Monitoring Reference Manual page 37

Product release 6.01

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September 2007

Possible (the highest possible score from the evaluations for this section

added together), and percent (score/possible).

The totals are displayed as follows:

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

section for all of the groups that were created)

Score (the score from the evaluations for that section added together for

all of the groups that were created)

Possible (the highest possible score from the evaluations for that

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

Percent (total score/total possible).

Using this report

Sections on the evaluation form are usually defined by a segment in the call

or communication process. Therefore, this report can be used to indicate

how the center, a supervisor, or an agent is performing on those processes.

The Multi-Group by Section report is a higher level view than the Multi-

Group by Question report, but retains the benefits. Group formation is the

same as other group-summary-based reports.

Graphing and Reporting Guide

Graphs and Reports

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