The Evaluation Counts report enables users to generate meaningful insights from quality assurance activities by summarizing the number of evaluation events—such as evaluations completed per supervisor, agent, or day. This functionality is a critical component of CR&A's QA analytics suite and is available only to customers holding a Quality Assurance (QA) license.
With this report, stakeholders such as QA managers and supervisors can:
Track evaluation volume trends over time (for example, daily or weekly)
Monitor individual performance and workload
Ensure complete coverage and balance in QA efforts across teams.
To generate reports based on evaluation counts:
Log in to the CR&A UI.
Click Reporting menu.
On the Reporting page, click Evaluation Counts.
From the Select Report Criteria drop-down list, select how the user want to evaluate their call evaluation counts.
Select the applicable time zone from the drop-down list.
Select the applicable period from the drop-down list.
From Select Chart Display Values, select any or more options based on your requirement:
Include Empty Values
Include Deleted Forms
Select one or multiple agents from the Agents & Groups section.
Select one or multiple forms from the Forms section.
Click Generate Report to display the report results.
If the report includes a large amount of call, the warning is displayed.
Click Continue.
The report is displayed.