Evaluations Report

The “Evaluations Report” in the CYF Quality Management System consists of all the relevant reporting information captured throughout the evaluation process. 

In this article, we will go through all the components and information that the structure of the report is made out of.

First you need to logon to http://cyf.com

Once you have successfully logged onto the system you will have to navigate to the “Evaluations New Report” on the main menu bar.

Click on the button, you will see a drop down with the option “Evaluations New”.

Select this option.

The following page will be displayed.

The top section shows you the timeframe that the current view is in as well as the different channels.

The date range is for today and it shows both Evaluation Start Date and End Date as well as Contact Start and End Date.

The second set of buttons are as follows:

• Drop down menu bar – allows you to choose the channels, evaluation date, contact date, show percentages and show totals.
• View Table Button – takes the user to the table view
• Justification for non-evaluation – when the user clicks on this button it will open up a page with information of “Justification for non-evaluation “. See Image below. Also see our article on “Justification for non-evaluation”

Next on this screen are the graphs.

The information on the graphs are:

Evaluations

Total (This is the total amount of evaluations done for that period. For example Today, Last 7 days etc.)

Signed Feedbacks (The total amount of feedbacks signed by the agents from the unsigned feedbacks)

Unsigned feedbacks

• Unsigned feedbacks (The total amount of feedbacks that was received by the agents but not signed)
• Seen (This represents the total amount of evaluations that was seen by the agents from unsigned feedbacks)
• Unseen (This is the total amount of evaluations received by the agent but not seen from the unsigned feedbacks)

 We will now select a longer period to populate some data and break down this further for illustration purposes.

Click on the menu icon. See figure below.

You will notice that the menu expands further to allow you to choose a channel or all channels. Just click any of the radio buttons to either select the channel or de-select the channel.

Once completed the user can continue to select a date range. This can be done by either choosing an “Evaluation Date” or a “Contact Date”.

• Evaluation Date (This is the date the actual evaluation was done)
• Contact Date (This is the date of the contact that was selected by the monitor)

In this article we will choose the evaluation date and the period last year for demonstration purposes. See above image.

Once you have selected a date range the chart will now populate the relevant data as seen in the below image.

Evaluation KPI’s and Chart (Chart on the left side)

• The blue square on top is where you can set your target for your evaluations. Target cab set here but the user will first have to set the goals per monitor for the month which can be set by clicking on the link displayed that will re-direct the user to the “Productivity Report”. Here the user can set the goals per monitor/supervisor. The target is then automatically calculated for that month. li9ikojk9gh78ji9hj89
• The green square shows the total evaluations completed for this period.
• The yellow square shows the total signed feedback for this period.
• The same information for “Totals” and “Signed Feedbacks” are displayed in the chart with more information when you hover over the bar in the chart.

Unsigned Feedbacks KPI’s and Chart (Chart on the right side)

The top section of this chart we can see the KPI’s

• Unassigned
• Seen
• And Unseen feedbacks

The user can also click on any of the words “Seen” “Signed Feedbacks. This will take the user directly to the data table for that selected word. See image below. The first image is the default view. If the user clicks on “Signed Feedbacks” the user will be directed to the table with the column “Signed Feedbacks” added.

 

The chart at the bottom provides information on “Disagreements”.

In this chart we can view the following information.

Disagreements KPI’s

• Total – this displays the total amount of disagreements for this period
• Pending – this is the total amount of disagreements pending
• Approved – this is the total amount of approved agreements
• Unfounded – this is the total number of unfounded disagreements.
• Disagreements Chart
• Displays the information in the form of a donut chart

Disagreements per monitor (Top 10)

This chart shows the top 10 monitors disagreements 

The following totals are revealed on this chart

• Founded
• Unfounded
• Pending

If the user hovers over the sliced bar it will reveal the total for a particular category of information on this chart.

Disagreements per item (Top 10)

On this chart we can view all the items that there were disagreements with. It displays only the first top 10 items. to see more items just scroll down on the bar on the right as marked on the image with the red square.

The image below shows a menu bar with some options that the user can choose from relating to the view of the table below these options. 

The first tab is the default tab and will display as the tab indicates all evaluations.

Next to this tab if the user clicks on it will show all disagreed evaluations that are pending for the period that user has selected.

The tab that follows will show all Unsigned Feedbacks for the selected period.

“My Report” this is an example of a report that was created by the user and as “My Report” for the purposes of demonstration have a look at the images below and note the differences in columns.

Default View

“My Report” a view created by the user.

“Round Table”

“New Columns”

The above images demonstrate the flexibility the user has in manipulating the table to their own preferences.

The user can do this by clicking on the “Save Preferences” button once the user has created the view most suitable to them. See image below:

The chart also allows the user to change the “Totals” to “Percentage”. See demo below.

• Click on the filter icon 
• Select “Show Percentage”

The view will now change from “Totals” to “Percentages” as shown in the figure above.

Next we will take a look at the dynamic table. The image below shows the table and the red squares that allows the user to search for specific data in that column.

The user can search for a specific percentage in the Evaluations column by making use of the more than and less then character’s on the keyboard < >. This will display the number inserted next to the character.

To clear all searches just click on the following icon

In addition the user has the option of adding and removing columns by clicking on the filter icon.

Additional Columns are:

• Toggle All
• I.D.
• Evaluation Date
• Contact Date
• Agent  
• Form Name
• Evaluated By
• Edited By
• Feedback By
• Channel
• Actions
• Warning Score – Refer to AI article.
• Final Score
• FCR – First Call Resolution
• Seen By Agent
• Signed
• Case Closed
• Valid
• Duration of Evaluation
• TAG – Can be used to insert the call I.D. or call reference number
• Duration of Call
• Automatic – This indicates the closing of a disagreement automatically after the expiration time.
• Delay
• Disagreements
• Disagreements Date
• Disagreement Status
• Viewed By
• Responsible Supervisor
• Visualization Date – 
• Agreed Date
• Case Closed
• Improvement Opportunity – Highlights the information to inform the user that there is room for improvement based on the outcome of the evaluation. 
• Revision – Refer to AI article

Users can also download the report by clicking on this icon –

Should you have any further questions you would like to ask relating to this article do not hesitate to contact us on support@cyf.com