The Evaluation Scores report enables users to analyze performance trends by summarizing quality assurance (QA) evaluation outcomes, such as average scores per agent, team, or time period. This feature is available exclusively to customers with CR&A’s QA license. This feature allows organizations to assess scoring consistency, measure QA effectiveness, and visualize performance across diverse user groups or periods.
Users can tailor the report by selecting metrics, time frames, and grouping criteria. The results can be viewed using multiple visualization types, such as bar graphs, pie charts, or line charts, and exported in formats like Excel for further analysis. The Evaluation Scores report provides QA teams and managers with actionable insights to drive agent development and identify areas for process improvement.
To generate reports based on evaluation scores:
Log in to the CR&A UI.
Click Reporting menu.
On the Reporting page, click Evaluation Scores.
From the Select Report Criteria drop-down list, select how the user want to evaluate their scores.
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.