Rather than looking at trends by scorecards as a whole, you can create more granular charts that show performance based on individual scorecard sections, each measuring a specific communication channel. With this report, you can do things like measure performance per section over time, identify agents’ behavioral patterns, and more.

For example, let’s say that one of your scorecards has an Introduction section. The Trend by Section report allows you to chart the data from the section so that you can see how well your agents are doing in terms of representing your company and services over time. If you have a section that tracks the end-of-call user experience, you can correlate this section against the Introduction section to see how well your agents open and close calls.

If you have access to Playvox’s advanced reports package, you can find reporting and charts by logging into your Playvox account and going to Quality > Reports. 

Scroll down to the list of Scorecards to which you have access. The Trend by Section Reports are based on your Scorecards. Find the Scorecard for which you want charts and click 

To see your Trend by Section chart, select Trend by section under 

You can add as much data to the chart as you like. You can do this by clicking on the Section names located below the chart. Doing this will inform the data that the report displays.

You can hide or show different graph lines on your chart by clicking on the name of the graph line at the bottom of the chart. Each graph line represents a different section of your scorecard.

Once you have chosen the Section-based data you want to be included, you can modify your report based on the following:

  • Scorecard: you can change the scorecard (which would change the sections available as well)

  • Sections: you can plot data for just one section of your scorecard, or you can plot data for multiple sections

  • Teams: you can include data for just one team or for multiple teams

  • you can set the time frame from which data should be included

For example, the Trend by Section Report allows you to aggregate information from multiple support teams. This allows you to see how well the teams perform against each other during specific parts of the call. For example, one team may open calls well, while another team does better during the body of the call.

In addition to displaying the data on a chart, Playvox displays a summary of your summary in tabular format below your chart.

You can obtain an Excel file containing your results for use in the spreadsheet software of your choice or imported into a third-party business intelligence solution. To do this, click Export located at the bottom of the screen.

Last Edited: 26.08.2019

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