# Genesys Quality Management Suite 8.1.520 : Compare Groups and Agents Report

This report enables users to compare multiple groups performance in the contact center. Comparing groups allows the contact center to target groups that deserve praise or require improvement. The report drills from group level to agent level and to question level to determine root causes. This report is commonly used by contact center managers for a holistic and comparable view of their teams.

To set up a Compare Agent Skills:

1. Select Reports > Compare Groups and Agents in the left-hand menu.

2. Select a Questionnaire from the Questionnaire drop-down.
3. If required select a question Group from the Question Group drop-down.
4. If required select a question from the Question dropdown.
5. If required enter a Target Score: This draws a line on the report clearly dividing results above and below the target.
   The Compare Agents Chart displays all the groups that the user has permissions to view showing the Question Group and Question selected.

### Setting the Date Range for the Report

By default the report displays the last six months. At the top of the report is a zoom.

Click a different range on the zoom to see a shorter period if the evaluations are close together or a longer range if the evaluations are further apart. It is also possible to change the date range using the date range bar at the bottom of the report.

The date range scale bar displays all the data from when the questionnaire was first used. The default date range shows the last six months of data. Use the date range scale bar at the bottom of the screen to change the date range.

Point and click inside highlighted area to drag the selection to see earlier data.

Drag the start and end limits in or out to extend the date range.

### Switching between chart and table view

To switch between chart and table view click on table or chart button in top right corner of the report.

Table view contains results used for displaying the chart, the same results are used for export to Excel.

### Selecting Individual Results Using the Legend

The legend initially shows each group. Use the legend checkboxes to select a group or groups to highlight. All other groups are grayed out. Click Deselect All to deselect all then view individual question group scores by selecting their checkboxes. Click Select All to select all the groups.

Point the mouse at a data series point along the line and the chart displays information including the date and the score for that in a tool tip. The dashed line shown is the average score for the whole questionnaire.

Point to a group on the legend to highlight that group and gray out the others momentarily even if it is unselected.

Click Export to export the report as an Excel spreadsheet.

### Drilling down to Agent Level

Click the group in the legend or double click anywhere on that group's data point line to drill down to see results for individual agents in that group.

The selected time range still applies to the drill down.

Click Export to export the report as an Excel spreadsheet.

Click Contact Center in the top left hand corner to drill back up to the top level.