# Genesys Quality Management Suite 8.1.520 : Types of Reports

The following types of reports can be created:

- Agent Skills: This report enables the user to select an agent and access the results of their evaluations with a specified questionnaire in graphical and statistical form over a period of time. A team leader taking over a team, for example, can use this report to identify where an agent needs to improve his performance and therefore develop coaching and training priorities to deliver this improvement.
- Compare Groups and Agents: This report enables the user to select a group or team and look at the performance of agents within this team over a period of time and identify who is improving, remaining steady or getting worse. There is a drill down capability to look into specific question groups and questions and so identify training priorities for the whole group. A team leader taking over a team, for example, can use this report to identify which agents are stronger and which agents need more help and also identify where there are team, as opposed to individual weaknesses.
- Compare Evaluators: This report enables the user to compare how two or more evaluators have evaluated an agent over a period of time. The graphical and spreadsheet data download will show how evaluations compare at the level of question group only. This can be used either as a very basic calibration tool or as a way to investigate accusations of bias and prejudice.
- Results Distribution: This enables the user to see how a team or series of teams have progressed over a period of time in terms of how many of their evaluations produced results that were “good”, “average” or “bad” according to user defined parameters. A contact center manager or program manager might well use such a report to evaluate the performance of his team leaders and so judge which of them needs his attention the most.
- Compare Scores: This enables the user to make a detailed comparison of evaluations of the same call or other interaction. The results are displayed on an Excel spreadsheet with variations shown from the “base” evaluation. Quality managers will be able to use this report to set up and conduct calibration sessions with their evaluators. The output of this report is only an excel spreadsheet which means it can be easily customized and distributed to form the minutes of the calibration meeting.
- League Table: This enables the user to get a “snapshot” view of the agents’ standing in terms of their average scores over a user defined period of time. Reports from different questionnaires can be easily amalgamated and sorted to show where agents stand in the rankings. User defined “good” and “bad’ parameters can also be input which will highlight with red and green shading when agents go above and below certain limits. This is very useful for contact centers where agents are rewarded on their quality scores according to targets. This can be produced before the pay run and sent to the accounts dept so that they can calculate how much they need to pay the agents in bonuses.
- Interactions Volume: This enables the user to see what evaluators have been doing with interactions that have been selected for evaluation over a period of time. A quality manager can get an indication of how many interactions are being evaluated or swapped out with alternative interactions. Where interactions are selected at random, this means either that the parameters of the evaluation were not set correctly or that evaluators may have their own motivations for swapping interactions. Where interactions have not been evaluated at all, then the quality manager will need to find out why evaluators are not conducting evaluations.
- Evaluations Volume: Displays evaluation volume by status. Choose from Planned, In Progress, and Finished or all three, over a specific time period.

Report data can be exported in Excel 2007+ (.xlsx) spreadsheet format – see the Exporting Report Data section.