Summary
The Summary View displays a table with call statistics by day. The available metrics are the same as those shown in the Call Statistics table and include the following:
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Call volume
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Average call duration
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Average agent talk time
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Average client talk time
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Positive agent emotion
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Positive client emotion
Clicking on a date takes the user to the Files View, with the date picker set to include only calls from that date.
Using the Summary view
The application Summary View enables you to compare application scores day by day. You are able to define categories to measure common call attributes, such as an increase in calls about Billing, a decrease in callback rates, or improvements in Agent Performance. It is then possible to identify changes in call distribution relating to those attributes.
The Summary View table contains a column for each top-level category in the application. Overall averages for each scored date in the selected date range are at the bottom of each column. Sort the table according to a particular category's scores by selecting the column heading of that category. Select a date in the Date column to switch the view below to the Files view and filter it to only show files from that date.
The Summary View also gives you the option to switch between viewing Coverage or Hit/Miss Scores for top-level categories.
Choosing Hit/Miss scores displays the percentage of calls on that date that received scores in that category.
Choosing Coverage scores displays the average coverage score of calls on that date that received scores in that category.
