Nortel Quality Monitoring Reference Manual
Product release 6.01
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Summary of Contents for Nortel Quality Monitoring
- Page 1 297-2183-953 Nortel Quality Monitoring Graphing and Reporting Guide Product Release 6.01 Standard 3.0 September 2007...
- Page 3 The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality Monitoring is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
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Page 4: Revision History
Revision history September 2007 Standard 3.0. Nortel Quality Monitoring Graphing and Reporting Guide is up-issued for Product Release 6.01. March 2007 Standard 2.0. Nortel Quality Monitoring Graphing and Reporting Guide is released. November 2006 Standard 1.0. Nortel Quality Monitoring Graphing and Reporting Guide is released. -
Page 5: Table Of Contents
How to get help..........9 Software and documentation version numbering ....11 Graphs and Reports Overview. - Page 6 Contents Standard 3.0 Nortel Quality Monitoring...
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Page 7: Getting Started
C h a p t e r 1 Getting Started In this chapter About this guide How to get help Software and documentation version numbering Graphing and Reporting Guide... -
Page 8: About This Guide
Getting Started About this guide The Nortel Quality Monitoring Graphing and Reporting Guide provides samples and descriptions of the graphs and reports that you can run from the application. Graph Intended audience This document is designed to be used by personnel who carry out analysis of agent performance. -
Page 9: How To Get Help
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. -
Page 10: Getting Help Through A Nortel Distributor Or Reseller
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller. -
Page 11: Software And Documentation Version Numbering
September 2007 Software and documentation version numbering Nortel Contact Recording and Quality Monitoring documentation is issued for Nortel Contact Recording Package Release 6.01. The individual Nortel Contact Recording and Quality Monitoring software components that you install may display a different number. This is a known issue that does not affect system performance. - Page 12 Getting Started Standard 3.0 Nortel Quality Monitoring...
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Page 13: In This Chapter
C h a p t e r 2 Graphs and Reports In this chapter Overview Agents on a Question graph and report Group Detail graph and report Group Detail (Consolidation) graph and report Group Summary graph and report Group Summary (Consolidation) graph and report Multi-groups on Each Question graph and report Multi-groups on Each Section graph and report Trend Over Time graph and report... -
Page 14: Overview
You can select different managerial levels from which to report when using the supervisor hierarchy, (as explained in the Nortel Quality Monitoring Administration Guide and class) or by electing to run your reports by all agents. - Page 15 September 2007 Displaying graphs and reports This guide contains the following for each report: Definition Use of each report Displays all reports and graphs to allow for easy understanding and implementation within your center. The graphs and reports shown are actual format examples of the different reports used in various centers today.
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Page 16: Agents On A Question Graph And Report
Graphs and Reports Standard 3.0 Agents on a Question graph and report The following figure shows the Agents on a Question graph: Nortel Quality Monitoring... - Page 17 September 2007 The following figure shows the Agents on a Question report preview: Overview The Agents on a Question graph and report analyze one agent or a group of agents on a single question. You select the desired question for which to run the graph and report.
- Page 18 Using this report You can use this report to show a comparison between agents on any single question by choosing only a select number of agents, or by running the report for all agents in your center. Standard 3.0 Nortel Quality Monitoring...
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Page 19: Group Detail Graph And Report
September 2007 Graphs and Reports Group Detail graph and report The following figure shows the Group Detail graph: Graphing and Reporting Guide... - Page 20 The information is displayed in alphabetical order as follows: Agent name # of Agents (not really necessary as it always shows 1 because you are selecting agents not groups) # of evaluations (# of Evals) (number of evaluations) Total (the agent’s total score) Standard 3.0 Nortel Quality Monitoring...
- Page 21 September 2007 Possible (the highest total possible score of their evaluations added together) Percent (total/possible). The totals are displayed as follows: # of Agents (add the number of agents) # of evaluations (# of Evals) (add the number of evaluations) Total (add the total from each agent) Possible (add the possible from each agent) Percent (total total/possible total).
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Page 22: Group Detail (Consolidation) Graph And Report
Graphs and Reports Standard 3.0 Group Detail (Consolidation) graph and report The following figure shows the Group Detail (Consolidation) graph: Nortel Quality Monitoring... - Page 23 September 2007 The following figure shows the Group Detail (Consolidation) report preview: Overview The Group Detail (Consolidation) graph and report rank an agent’s overall performance against all other agents from highest to lowest percent. If no time frame is selected, the system uses all existing evaluations for the specified agent.
- Page 24 In this report you can show a ranked comparison between agents. Differences Between Group Detail and Group Summary reports The main difference between the Group Detail and Group Summary reports is the process for building them. Standard 3.0 Nortel Quality Monitoring...
- Page 25 September 2007 The following figure shows the Graphing Application window when building the Group Detail report using the supervisor hierarchy feature: The following figure shows the Graphing Application window while building the Group Summary report using the supervisor hierarchy feature: Graphing and Reporting Guide Graphs and Reports...
- Page 26 There is now a third field showing [3]. This field allows you to define reports that can compare a group of agents against another group of agents, supervisors against other supervisors, and so on, all on the same report. Nortel Quality Monitoring Standard 3.0...
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Page 27: Group Summary Graph And Report
September 2007 Graphs and Reports Group Summary graph and report The following figure shows the Group Summary graph: Graphing and Reporting Guide... - Page 28 Alternatively, you can choose agents from all agents or different supervisors entering a group name of their choice. You can do this process several times to create several groups to compare groups against each other. The information is displayed as follows: Standard 3.0 Nortel Quality Monitoring...
- Page 29 September 2007 Group names (the group names that were just created) # of Agents (the number of agents in that group) # of evaluations (# of Evals) (the number of evaluations done on the agents in that group) Total (the scores from the evaluations that were done for that particular group added together) Possible (the highest possible scores from the evaluations that were done for that particular group added together)
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Page 30: Group Summary (Consolidation) Graph And Report
Graphs and Reports Standard 3.0 Group Summary (Consolidation) graph and report The following figure shows the Group Summary (Consolidation) graph: Nortel Quality Monitoring... - Page 31 September 2007 The following figure shows the Group Summary (Consolidation) report preview: Overview The Group Summary (Consolidation) graph and report are the same as for the Group Summary, except that reports are ranked in descending order of overall average score, rather then alphabetically. See the Group Summary “Overview”...
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Page 32: Multi-Groups On Each Question Graph And Report
Graphs and Reports Standard 3.0 Multi-groups on Each Question graph and report The following figure shows the Multi-groups on Each Question graph: Nortel Quality Monitoring... - Page 33 September 2007 The following figure shows the Multi-groups on Each Question report preview: Overview The Multi-groups on Each Question graph and report analyzes how a group of agents performed on each question of an evaluation. It is used to compare groups against each other on each question. This information is displayed as follows: Displays question Group (Ques.
- Page 34 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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Page 35: Multi-Groups On Each Section Graph And Report
September 2007 Multi-groups on Each Section graph and report The following figure shows the Multi-groups on Each Section graph: The following figure shows the Multi-groups on Each Section report preview: Graphing and Reporting Guide Graphs and Reports... - Page 36 Group Summary (Consolidation) reports, or define new groups.) # of evaluations (# of Evals) (the # of evaluations done with this section in it for each group) Score (the score from the evaluations for this section added together) Standard 3.0 Nortel Quality Monitoring...
- Page 37 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...
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Page 38: Trend Over Time Graph And Report
Graphs and Reports Standard 3.0 Trend Over Time graph and report The following figure shows the Trend Over Time graph: Nortel Quality Monitoring... - Page 39 September 2007 The following figure shows the Trend Over Time report preview: Overview The Trend Over Time graph and report shows overall performance of one or more groups of agents over a specified period of months. The information for each listed month is displayed as follows: Agent names # of agents in each group (# of Reps) # of evaluations (# of Forms) (number of evaluations)
- Page 40 Using the same grouping method as the other group-summary-based reports, you can identify those groups that can benefit the most from continued coaching and mentoring. Using this report from the center level allows for tracking and progress for the site. Standard 3.0 Nortel Quality Monitoring...
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Page 41: Activity Graph And Report
September 2007 Graphs and Reports Activity graph and report The following figure shows the Activity graph: Graphing and Reporting Guide... - Page 42 Graphs and Reports The following figure shows the Activity report preview: Overview The Activity graph and report is a productivity report for users of Nortel Quality Monitoring. Note: The date can be limited. The following information is displayed: User ID (UserName)
- Page 43 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.
- Page 44 Graphs and Reports Standard 3.0 Nortel Quality Monitoring...
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Page 45: Index
Index Symbols # of Agents # of Eval # of Evals # of Forms # of Reps Numerics 2-D view 3-D view Activity graph Activity report Agent Name Agents on a Question graph Agents on a Question report AgentsReviewed AvgReviewTime AvgScore built-in reports with graphs database formats... - Page 46 Index Standard 3.0 performance summary Possible Ques. # Group QUESTION Reviewed rotated view Score Section supervisor hierarchy supervisor hierarchy feature text document Total TotReviewTime TotUsage Trend Over Time graph Trend Over Time report UserName Nortel Quality Monitoring...
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Page 48: Graphing And Reporting Guide
The process of transmitting data and call messaging between the Meridian 1 and Nortel Quality Monitoring is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.
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