Introduction

The Call Qualification Summary Report provides supervisors with a summary of the frequency of specific call qualifications entered by agents during the reporting period. This report is particularly useful for understanding how often specific call types or categories are selected, allowing supervisors to identify trends or areas that may require attention.

Purpose of the Report

This report helps supervisors evaluate the frequency of call qualifications used by agents, which can assist in identifying common call types and improving call handling practices. It is also essential for assessing the accuracy of call categorisation by agents.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Per Call Qualification Data

The following data is displayed per call qualification:

Call Qualification: The description of the selected call qualification as defined during report creation.

Frequency: The total number of times the specific call qualification was selected by agents during the reporting period.

Footer

Generation Date and Time: Timestamp when the report was created.

Access Requirements

This report is only available to supervisors with ‘System Access’ authorization.

Use Case Example

A supervisor wants to understand which call types are most frequently logged by agents during a recent campaign. After reviewing the Call Qualification Summary Report, the supervisor identifies that a particular qualification, such as "Product Inquiry," is significantly higher than others. The supervisor uses this insight to ensure that agents are adequately trained to handle these types of calls efficiently.

Conclusion

The Call Qualification Summary Report is a valuable tool for gaining insights into call classification trends. By analysing this data, supervisors can make informed decisions to improve call management and agent performance.