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. |