Productivity Report

In this article, we will discuss and demonstrate the purpose and functionality of the “Productivity” report in the CYF Quality Management System.

The “Productivity Report” consists of data gathered in the system that tracks and monitors the activities completed by the monitors, supervisors and managers on how they conduct evaluations by tracking different criteria in the system and then consolidated into the “Productivity” report for users to analyze this data easier.

As usual log onto https://quality.cyf.com/login.php

Navigate to the tab “Productivity Report” as seen in the figure below.

The user will direct to the following Page and as per the image below.

We are now going to break down this view in discussing the different components the report structure is made out off. 

Overview:

Blue Border – Evaluations or contact date and channels filtered

Orange Border – User category filter

Brown Border – Filter available for the report (evaluation date or contact date) 

Yellow Border – KIP’s

Green Border – When clicking on the icon the user can set the monthly target for monitors and supervisors. The total will automatically update at the bottom.

Small Red Border – This link will take the user to the “Evaluations Report” where the user can click on the target icon and see if the total updated here is the same as the one calculated on the “Productivity Report”.

Yellow Border – Chart

We will now break down the report step by step. 

Productivity Report KPI’s

Report Information	Description
Drop Down Filter	This filter consists of the following options: Channels: Call Chat Email In Present Evaluation Date: (the date the evaluation was completed with the period options). Today Yesterday Last 7days Last 30 days This Month Last Month This Year Last Year Custom Contact Date (this is the date the call was made. Also, with the different period options). Today Yesterday Last 7 days Last 30 days This Month Last Month This Year Last Year Custom Position (The user can select or de select the positions by using this filter).
Evaluations	This is the total of evaluations completed for that selected period example this month. The arrow indicates a drop in the number of evaluations for this period. Previous shows the total for the previous month.
Goal Status 4.00%	This is the goal set per monitor and supervisor evaluations that need to be achieved monthly.
(Previous 2.67%)	This total shows the percentage of the goals achieved per monitor, supervisor or manager for that selected period, for example 1 week 1 month etc.
Monthly Target 150	Monthly target is the total evaluations of which the target was 150
Average Evaluation Time 00:00:57 00:00:09	This displays the average time spent of all of the users who made evaluations (monitors, supervisors, managers etc)
(Previous: (00:01:06)	This is the average time spent of the previous period of the same selected period example this month previous will be last month.
Average Contact Time 00:13:10 00:09:55	This is the average time of all calls selected over this period. The icon indicates an increase in the average contact as the previous month.
(Previous 00:03:15)	This is the information of the previous period, for example this month previous will be last month.

The Chart.

Chart	Description
	This chart shows the total amount of evaluations per evaluator. When the user hovers over the chart it will also show the number of evaluations that the monitor has completed.  When the user clicks on a particular slice of the chart it will display the information for that user only and will also show the breakdown per evaluation for each channel the user has completed. In addition, the chart can also be downloaded by clicking on the filter icon in the right-hand corner.
	Average Contact Time will show the user the average time of the calls the user has selected over a period of a particular month or week. When the user hovers over the circle the user will see more details for the particular monitor as seen in the image inserted. In addition, the chart can also be downloaded by clicking on the filter icon in the right-hand corner.
	Average evaluation time shows the average of time spent of the user over a period. For example, the average evaluation time for a particular month or week. When the user hovers over the over the circle the user will see more details for that monitor as displayed on the inserted image. In addition, the chart can also be downloaded by clicking on the filter icon in the right-hand corner.

Table Information Breakdown.

The table can break as follows:

• Clicking on any of the buttons above the table will show the period selected Week, Day etc.
• The I.D. of column shows the automated I.D. that is attached to the record.
• The column next to allow the user to select the position he/she wishes to view for example Monitor, Supervisor etc. The user can also view all. This can be done by using the filter attached to the column.
• Next column contains information about the Group and Operation that the user belongs to except for global monitors that have accessed operations and groups.
• The total of evaluations completed by the user is reflected in the column Quantity Evaluations.
• Goal Status shows the percentage of the goal that the user must achieve over a period of a month.
• Quality Index displays the quality or average score over a period of a month within the same operation.
• Duration of evaluation shows the duration of time spent to complete the evaluation of the particular user.
• Duration of call indicates the length of the call that the user chose to complete the evaluation

If you have any additional questions regarding this article, please feel free to contact us at support@cyf.com . 
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