How do I view the Score Report for an individual call?

1. Select "Activity Log" on the left-side menu.

2. If needed, filter the log. Make sure that the search is set to "Scored" calls.

3. Choose the entry you would like to view, and select "View" on the right-hand side of the page beneath "Action." This will open up the score report for an individual call. In this example, the employee received a 75% for the call. See the Activity Breakdown below for more information on how this score was comprised. 

Scroll down to view the Activity Breakdown. A portion of the above Score Card's Activity Breakdown is shown below. The Activity Breakdown lists procedures and scored results. If you appropriately complete a procedure, you receive 1 point (green). If you do not appropriately complete a procedure, you receive 0 points (red). If the procedure is not applicable to the call, the score is classified as N/A (yellow). 

 

How do I use the Activity Log?

How do I access recorded audio for scored calls?

Do I have access to the audio from unscored calls?

What are the benefits of the Assign Customer feature?

Why are my calls not showing up in the Activity Log?