Nortel Quality Monitoring Reference Manual page 43

September 2007
AvgReviewTime (the average time needed to complete an evaluation
from start to finish)
Evaluations (the number of evaluations completed by that user)
AvgScore (averages the scores of the evaluations completed by that user)
TotUsage (overall cumulative time in the system for that user, for the
specified date range.)
Note: For all cumulative times, if no date range is used, then the report uses
all times since the date of install or last server upgrade.
Using this report
The Activity report indicates all user activity within the Nortel Quality
Monitoring program. The report can be used to gauge calibration within the
center (AvgScore), as well as to ensure that users are coaching and
monitoring agents on a consistent and timely manner. This is an excellent
tool to determine internal improvements to a quality program.
Graphing and Reporting Guide
Graphs and Reports
43