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Team and Agent Skill Report

Report Summary

This report presents a graphical and tabular view of performance for individual agents or groups of agents.

The Team and Agent Skills report presents the performance of individual agents or groups of agents in either a graphical or tabular format. The report includes quality reviews and customer feedback survey scores. When multiple agents are selected, the report calculates the average score for each questionnaire based on their combined performance.

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Report Filters

  • Date/Time - Choose the date to filter the data

  • Team - Can select multiple teams.

  • Agents- Can select multiple agents.

  • Questionnaire - Can select multiple questionnaires.

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