Rather than looking at trends by scorecards as a whole, you can create more granular charts that show performance based on individual scorecard groups, each measuring a specific key business area. With this report, you can do things like measure performance per group over time, identify agents’ behavioral patterns, and more.
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 question groups reports are based on your Scorecards. Find the Scorecard for which you want charts and click.
To see your Trend by question group chart, select under:
You can add as much data to the chart as you like. You can do this by clicking on the Groups names located below the chart. Doing this will inform you of 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)
Groups: You can plot data for just one group of your Scorecard, or you can plot data for multiple groups
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 question group report allows you to aggregate information from multiple teams. This allows you to see how well the teams perform against each other.
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.
To see your Error Trends by question group chart, select under:
You can use it to navigate to individual Error Trends by question group Reports.
Scroll to the bottom of the page, where the questions included are listed.
That's it, now you've learned everything about our Scorecard Groups.
Last Edited: 02.10.2020