The Weekly/Monthly QA Alert by Agent displays the weekly QA Alert summary for an agent by question. It also displays the question level and agent level QA alert count.
To view this report, select Reports > Report > Agent Level Report > Weekly/Monthly QA Alert by Agent.
The following page will be displayed.
Configure the following fields to view the required result:
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Screen Elements |
Description |
|---|---|
|
Start Date |
To set the date range, firstly, select a start date. |
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End Date |
Select the end date. |
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Client Name |
Select the name of the client from the dropdown list. |
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Program Name |
Select a program from the dropdown list which will display the Program Names as per the selection of the Client Name. |
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Evaluation Form Name |
Evaluation Forms are displayed as per the client name and program name selected. Select the Evaluation Form from the dropdown list. |
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Sub Program Name |
Select the name of the sub-program from the dropdown list. |
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Location |
Select the location name. |
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Agent |
Enter the initial characters of the agent’s name and select the name from the dropdown list displayed. Note: If the agent name is not selected, it displays the reports for all the agents. |
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Supervisor Name |
Enter the initial characters of the supervisor’s name and select the name from the dropdown list displayed. |
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Partner |
Select the Partner name from the dropdown list which will display the different Partner Names. |
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Date Type |
Evaluation Date: Select the radio button to search on the basis of the Evaluation date. Call/Chat Date: Select the radio button to search on the basis of call/chat date. Modified Date: Select the radio button to search on the basis of the evaluation form modified date. |
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Duration Level |
Select the duration level from the dropdown list as – Weekly, Monthly, or Yearly. |
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Evaluator Role |
Select the required Evaluator role from the left-hand side box which will display the list of all the user roles of higher order. One can also search the roles by entering the role’s name in the Filter field. Once the role(s) is selected, click on To move all the roles to the right-hand side box at once, click on To remove a few roles from the right-hand side box and move them back to the left-hand side box, firstly, select such roles and then, click on To move all the roles from the right-hand side box to the left-hand side box at once, click on |
button, and the selected role(s) will be moved to the right-hand side box.
button.
button.
button.Once the search criteria are set, then, click on the 
button.
The report for the specified will be displayed as shown below:
Scroll down on the same page, and the data elements displayed on the screen are explained below:
Scroll down further on the same page and the following charts will be displayed:
–Pie chart of question-wise auto-failure details: This chart provides a visual breakdown of auto-failures based on specific questions, highlighting which questions contributed to the failures.
– Pie chart of agent-wise auto-failure details: This chart displays auto-failures categorized by agent, allowing user to see the failure rates of each agent for easier comparison and analysis.
One can export the report displayed in 
and 
formats. To do so, click on the and to download the report in respective formats.Once the report is generated based on the search criteria. Click on the Subscribe button to schedule the specific report as highlighted in the screen below:
The data elements displayed on the screen are explained below:
- To: Mention the email ID to whom you need schedule a report. You can add multiple email IDs and separate it by semi-colon.
- Report Title: Add the title of the report.
- Message: Mention the content which you want to add under email body.
- Recurrence: It shows Daily, Weekly, Monthly. This means it schedule the report weekly, monthly or you need only once, you can select as per your requirement.
- When the Recurrence as Daily is selected you need to select
- MTD: Select the Month to Date box, if required.
- Delivery Time: Select the timing for report delivery.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
When the Recurrence as Weekly is selected you need to select
- MTD: Select the check box, if required.
- Delivery Time: Select the timing for report delivery.
- Selected Days: You can select the days by clicking on the checkbox for which it will trigger an email notification on every week on that day. E.g. If you select “Monday” & “Friday”, it will trigger an email notification for the report on every Monday & Friday of the week.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
When the Recurrence as Monthly is selected you need to select
- Delivery Time: Select the timing for report delivery.
From On the following day and On this day of the month select any 1 option
- On the following day: It allows to select the date and the day of the specific month for which the report will be scheduled
- On this day of the month: It allows to select the date of the month for which the report will be scheduled.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
Once the necessary details are configured, click on the Submit button to subscribe the report or click on the Cancel button to discard the process.
An acknowledgment message will be displayed on the screen and the report will be scheduled.
Now, click on “SFTP” button, from the window of Report Schedule as mentioned in below screenshot:
The data elements displayed on the screen are explained below:
- Host Name : Add the name or IP address of the server to be connected to.
- User Name: Add the login credential used for authenticating the connection to the host.
- Password: Add the secret key required for authentication, used in conjunction with the user name.
- Port: Add the network port number designated for the connection (e.g., 22 for SSH, 21 for FTP).
- Destination Path: Enter the specific file path on the destination server where files will be transferred or accessed. Files are stored in nested folder levels (e.g.,
FolderA/FolderB/FolderC).
Note: If no path is provided in the destination path, then the file will be delivered to the default root folder. - When the Recurrence as Daily is selected you need to select
- MTD: Select the Month to Date check box, if required.
- Delivery Time: Select the timing for report delivery.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
When the Recurrence as Weekly is selected you need to select
- MTD: Select the Month to Date check box, if required.
- Delivery Time: Select the timing for report delivery.
- Selected Days: You can select the days by clicking on the checkbox for which it will trigger an email notification on every week on that day. E.g. If you select “Monday” & “Friday”, it will trigger an email notification for the report on every Monday & Friday of the week.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
When the Recurrence as Monthly is selected you need to select
- Delivery Time: Select the timing for report delivery.
From On the following day and On this day of the month select any 1 option
- On the following day: It allows to select the date and the day of the specific month for which the report will be scheduled
- On this day of the month: It allows to select the date of the month for which the report will be scheduled.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
Once the necessary details are configured, click on the Submit button to subscribe the report or click on the Cancel button to discard the process.
An acknowledgment message will be displayed on the screen and the report will be scheduled.
Now, click on “S3” button, from the window of Report Schedule as mentioned in below screenshot:
The data elements displayed on the screen are explained below:
- Bucket Name : Enter the name of the storage bucket where data is stored.
- Access Key: Enter the unique key used to authenticate access to the storage.
- Secret Key: Enter the confidential key used alongside the Access Key for secure authentication.
- Region: The geographical location of the storage bucket (e.g., US-East, EU-West).
- When the Recurrence as Daily is selected you need to select
- MTD: Select the check box, if required.
- Delivery Time: Select the timing for report delivery.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
- When the Recurrence as Daily is selected you need to select
When the Recurrence as Weekly is selected you need to select
- MTD: Select the Month to Date check box, if required.
- Delivery Time: Select the timing for report delivery.
- Selected Days: You can select the days by clicking on the checkbox for which it will trigger an email notification on every week on that day. E.g. If you select “Monday” & “Friday”, it will trigger an email notification for the report on every Monday & Friday of the week.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
When the Recurrence as Monthly is selected you need to select
- Delivery Time: Select the timing for report delivery.
From On the following day and On this day of the month select any 1 option
- On the following day: It allows to select the date and the day of the specific month for which the report will be scheduled
- On this day of the month: It allows to select the date of the month for which the report will be scheduled.
- Expiry Day: Select the expiry date on while the report scheduling will stop.
Once the necessary details are configured, click on the Submit button to subscribe the report or click on the Cancel button to discard the process.
An acknowledgment message will be displayed on the screen and the report will be scheduled.
Video