View Quality Reports

Quality reports allow analyzing quality check results and assessing overall service level. This instruction will show how to view quality reports for analyzing team and operator work.

When It Will Be Useful

  • You need to analyze overall service quality for a period.
  • You want to compare quality of work of different operators or teams.
  • You need to identify problem areas and trends in service quality.
  • You want to prepare a report for management about service quality.

What's Important to Know

  • Quality reports — analytical reports based on quality check results.
  • Reports may contain statistics by operators, channels, periods, etc.
  • You can filter reports by various parameters (date, operator, channel, topic).
  • Reports can be exported for further analysis or presentation.

Before You Start

  • You are logged in with analyst rights.
  • You have navigated to the Quality Assurance module through the menu Apps -> Quality Assurance.
  • There are conducted quality checks in the system for analysis.

Step-by-Step Instructions

  1. In the Quality Assurance module, find the "Reports" section.
  2. Select the report type you want to view:
    • Overall report — statistics for all checks.
    • By operators — comparison of operator work quality.
    • By channels — quality analysis by different communication channels.
    • By topics — service quality by different request topics.
  3. Configure filters for the report:
    • Select period (start and end dates).
    • Select operators (if you need a report for specific operators).
    • Specify channels or topics for filtering.
  4. Click the "Generate Report" or "Apply Filters" button — the report updates considering selected parameters.
  5. Review report results:
    • Overall statistics (average assessments, number of checks).
    • Breakdown by criteria or categories.
    • Charts and diagrams for data visualization.

What Happens After

You see detailed information about service quality, which allows analyzing trends, identifying problems, and making decisions to improve quality.

How to Verify Everything Worked

  • Check that the report displays with correct data for the selected period.
  • Verify that filters are applied correctly.
  • Check that statistics match expected values.

Other Ways

  • You can export the report to a file (CSV, XLS, PDF) for further analysis.
  • Some systems allow scheduling automatic report generation.
  • Use different report types for different analysis needs.