Calls Quality Report

overview the calls quality report provides detailed information about all scored calls within a campaign it consolidates the data of quality analysts’ (qa) reviews , including call details , review metadata , and assigned scores , allowing supervisors and qa teams to track agent performance, identify training needs, and monitor compliance against quality benchmarks each row in this report represents a scored call review it enables leadership to assess quality trends across users, campaigns, and qa reviewers purpose use this report to track quality evaluations across campaigns and agents review the scoring distribution and performance trends over time identify low scoring interactions for coaching and corrective actions monitor qa reviewer performance and timeliness of call evaluations ensure quality compliance and standardization across different campaigns report fields column name column type definition call id mandatory unique identifier of each call every call in the system has a distinct call id review id mandatory unique identifier for each qa review conducted on a call user id mandatory system generated id of the agent who handled the call user name optional name of the agent who attended the call user type optional role of the user (e g , agent, supervisor, qa analyst) campaign id optional unique id of the campaign where the call was handled campaign name mandatory name of the campaign in which the call was handled and reviewed max score mandatory maximum possible qa score for the review, as defined in the qa evaluation form calculated score mandatory the actual score obtained by the agent if the score falls below a predefined threshold, it is highlighted using color coding (e g , red for below threshold) reviewed by mandatory id of the quality analyst who reviewed and scored the call review time mandatory timestamp indicating when the qa review was completed qa evaluation metrics this section of the report details the parameters used during scoring for each reviewed call column name column type definition min score mandatory minimum score possible for a given qa criterion applicable for range based evaluation parameters max score mandatory maximum score possible for a given qa criterion applicable for range based evaluation parameters score mandatory the actual score assigned by the qa reviewer for boolean or multiple choice parameters, this field shows the selected option weightage mandatory weightage assigned to the criterion as per the qa evaluation form helps calculate the overall weighted qa score how to interpret the report this report is typically used by qa managers and supervisors to view who scored each call and when compare actual vs maximum achievable scores identify agents or campaigns with consistent low qa scores ensure objectivity and standardization in qa assessments review reviewer workload and efficiency across the qa team example call id user name campaign name max score calculated score reviewed by review time 12456 anjali mehta xprime outbound 100 85 qa 103 2025 10 14 15 32 21 12459 raj kumar xprime inbound 100 62 (flagged) qa 107 2025 10 14 17 45 08 interpretation anjali mehta achieved 85/100 , indicating good performance raj kumar’s score 62/100 is below the defined threshold, triggering a flag for review both calls were reviewed by different analysts within the same campaign key insights derived insight description average qa score measures overall agent performance across all evaluated calls score variance by qa reviewer helps ensure scoring consistency between multiple analysts low score patterns highlights specific behaviors or processes needing retraining review timeliness tracks how promptly qa evaluations are completed post call