Overview
NEW reporting guide
You can monitor the status of quality and coaching by evaluation forms, teams, employees, and supervisors through reporting. Access reporting by clicking Reports in the navigation bar on the left. You can also watch quick video guides from this link or rolling down to the bottom part of this page. Agenda: Reporting Options Customizing the table viewFeaturedReport builder instructions (Add-on)
The Report Builder is an add-on feature that allows you to create fully customized reports directly in QualityDesk. You can use data from evaluations, coaching sessions, and result data—whether entered manually or collected through a contact center integration. Reporting is continuously evolving, so we kindly ask you to share any feedback or improvement ideas via the in-app chat or directly through the Give Feedback button within the Report BuildFeaturedCustomizing the report area
In the new reporting view, you can customize the report area and save a report as your favorite by clicking the star icon in the top right corner of the report. This guide shows you how to modify the reporting area and use the data for analysis. 1. Sorting Data Click a column header to sort data in ascending or descending order. Hold down the Shift key to sort by multiple columns at once.Featured
Evaluation reports
Report: Evaluations and comments
From the Evaluations and comments report, you can see the evaluations, dimensions and all the comments that have been written to the evaluation forms. Each line in the report is one evaluation. When you open the questions from the Show questions button, you can see all the comments under the questions. The Dimensions you will see, when you click Show dimensions button. If you wish, youFeaturedReport: Evaluations by evaluator
Evaluation by evaluators will show you the results by evaluators. This way is possible to follow, how much time is spend in evaluation work.FeaturedReport: Evaluation summary
How does Evaluation summary work? You can use Evaluation summary to see overall results of evaluations by agents, teams, units or supervisors, depending on the user and rights. In the navigation bar on the left, click Reports and Evaluation summary Select the wanted evaluation form. Then select the dates from which time period you want to see results. If you want to use DiFeaturedHow to browse individual evaluations? (Browse evaluations)
How to browse individual evaluations? Each profile has the Browse evaluations tab on the top of the development graph. Clicking from that you can use the users evaluations by forms. You can also see all the evaluations from your own profile and as an agent, you can see the Browse evaluations on your navigation bar on the left. Go to the persons profile and select the Browse evaluations from the top of the development graph. Select the evaluation form. Select the dates anFeatured
Coaching reports
How to browse individual coaching? (Browse coachings)
How to browse individual coachings? Each profile has the Browse coachings tab on the top of the development graph. Clicking from that you can use the users evaluations by forms. You can also see all the evaluations from your own profile and as an agent, you can see the Browse coachings on your navigation bar on the left. Go to the persons profile and select the Browse coachings from the top of the development graph. Select the evaluation form. Select the dates and you shFeaturedCoaching summary
Coaching summary will show the overall amount of coachings and time spent on them You can use Coaching summary to see overall amount and time spent with coachings by agents, teams, units and supervisors, depending on the role and rights. In the navigation bar on the left, click Reports and Coaching summary Select the wanted coaching form. Then select the dates from which timeFeaturedReport: Coaching by coaches
Coachings by coaches From this report you can see all the coachings by coaches, if you have any on the coaching forms in use. In the navigation bar on the left, click Reports and Coaching by coaches Select the wanted coaching form. Select the dates where you want to see the coachings. If you are Unit supervisor, Management, Admin or Coach, you can select the teams. If you'reFeaturedReport: Latest coachings
Latest coaching will show you the lates coachings You can use Latest coachings to see all of your latest coachings quickly. In the navigation bar on the left, click Reports and Latest coachings Select the wanted coaching form. If you are Unit supervisor, Management, Admin or Coach, you can select the teams. If you're a Team leader and you have rights to see other teams resulFeaturedReport: Coachings summary by forms and dimensions
Coachings by dimension From this report you can see all the coachings by dimensions, if you have any on the coaching form. In the navigation bar on the left, click Reports and Coaching summary by forms / dimension count Select the wanted coaching form. Select the dates where you want to see the coachings. If you are Unit supervisor, Management, Admin or Coach, you can select theFew readers
Front pages by roles/users
QualityDesk Frontpages
Each user have a little different front-page in QualityDesk.FeaturedAgent front page
Agent front page On the right upper corner there are: Letter-icon, where you can send messages to QualityDesk Support. Name of the organisation you are in. Your name and role in QualityDesk. Clicking your name you can access to your Profile. On the bottom right there is: A chat-icon, where you can start a chat with QualityDesk-support and get access to Helpdesk On the left side there is navigation bar: Do evaluations if yFeaturedTeam leaders front page
Team leaders front page On the right upper corner there are: Letter-icon, where you can send messages to QualityDesk Support. Name of the organisation you are in. Your name and role(s) in QualityDesk. Clicking your name you can access to your Profile. ReportingFeaturedCoaches front page
Coaches front page On the right upper corner there are: Letter-icon, where you can send messages to QualityDesk Support. Name of the organisation you are in. Your name and role(s) in QualityDesk. Clicking your name you can access to your Profile and Company settings.FeaturedUnit managers front page
Unit managers front page On the right upper corner there are: Letter-icon, where you can send messages to QualityDesk Support. Name of the organisation you are in. Your name and role(s) in QualityDesk. Clicking your name you can access to your Profile and CompFeaturedAdmin and Directors users front page
On the right upper corner there are: Name of the organisation you are in. If there are multiple organisations you can select the desired one from the list. Your name and role(s) in QualityDesk. Clicking your name you can access to your Profile and Company sFeatured
What does Agents see in QualityDesk? (Agents view)
What does agents see in QualityDesk? If you give logins to agents (can be done by team leaders, coaches, unit supervisors, management and admin users), they can follow the evaluations and coachings filled to them in real time. From evaluation forms agents see: Scores Feedback under the evaluation questions Feedback at the end of the form From coaching forms agents see: Everything written on the form. Agents can edit the form as well (Supervisor who filled the form will geFeaturedResults tab
The Results tab allows supervisors to add results directly to the Results tab in an employee’s profile. Result fields applicable to all roles can be created in Company Settings to fully match your company's needs. Results can be entered manually into profiles orFew readers