Reports and exports
Four reports, each answering a different question, each exportable. This is what you take into a meeting or hand to somebody who does not have a Qualitify account.
Where it is
Reports
Owners only. Choose a report, choose a period, read it on screen or export it.
The four reports
| Report | Answers | Read it when |
|---|---|---|
| Call activity | Who called how much, and when | You want to know whether the work is happening at all |
| Quality assurance | What the reviews found, per agent and per criterion | You are preparing a review conversation or a monthly summary |
| Coaching | What was promised, to whom, and whether it was followed up | You want to know whether coaching is actually happening |
| Operational | Coverage, queue health, recorder behaviour | The figures look wrong and you suspect the plumbing |
Call activity
Volume per agent over the period: calls made and taken, how many were answered, how long they lasted.
Read it against each person’s working week rather than against each other. A four-day week looks like a shortfall every week until the working week is set — see People and working weeks.
Unanswered attempts are in here
Dialling somebody who does not pick up is work, and this report counts it. It is the one place unanswered calls appear in full, because they are never recorded and never reviewed — so if you are comparing this report’s totals with the number of recordings, they will not match, and that is correct.
Quality assurance
The report most people want. Scores per agent, scores per criterion, and the number of reviews each figure rests on.
How to read it
- The review count first, always. An average over four calls is a rumour; over forty it is a finding.
- Per criterion before per person. A criterion everybody fails is a training topic or a badly written criterion, and either way it is not an individual’s problem.
- Critical failures separately. One critical failure matters more than a point of average, and averaging hides it.
- The same period last month, rather than the team against itself — individuals vary too much week to week to compare them directly.
If a criterion looks consistently failed across the whole team, read Scorecards and criteria before concluding anything about the team: unscorable criteria produce exactly that pattern.
Coaching
Every improvement area a reviewer recorded, who it was for, when it was due, and whether it was followed up.
This is the report that tells you whether your quality programme is doing anything. A team with good coverage, sensible scores and no completed follow-ups is measuring diligently and changing nothing — which is the most common way this kind of programme fails, and it is invisible unless you look here.
Operational
The plumbing. Coverage, queue depth, how calls arrived and whether anything stopped.
- Coverage
- The share of calls reviewed, per agent. Uneven coverage means the averages beside it are not comparable.
- Queue depth
- Whether pending reviews are growing. Growing means the target is above your reviewers’ capacity.
- Source split
- How many calls came from Desktop and how many from Mobile. A recorder that has quietly stopped on somebody’s machine shows up here first.
- Recordings stored
- How much audio you hold. It falls as retention expires older recordings, which is expected.
Read this one when the quality figures look strange. More often than not the explanation is operational — somebody calling outside the recorder, or a queue nobody worked for a fortnight — rather than anything about how well the team is selling.
Periods
Every report takes a period, and everything in it moves together — there is no mixing of “this month” and “all time” on one page.
- Compare like with like: the same length of period, ending at a comparable point.
- A period shorter than a fortnight is usually too short for quality figures to settle.
- A period that spans a scorecard change has a seam in it. Note when you reweighted.
- A period that spans a holiday will show a volume dip that is not a performance change.
Exporting
Every report exports to a spreadsheet file, which opens in Excel, Numbers, Google Sheets or anything else that reads CSV. Use it for the figures somebody outside the product needs, or to join Qualitify’s data to your own — the employee identifier field exists for exactly that.
What the export does not contain
No audio, and no private supervisor notes. An export is figures and written feedback. Recordings stay in the product, where playback is logged — a quality programme that emails audio around has stopped being able to say who has heard what.
Exports are safe to open in a spreadsheet: text that a spreadsheet would otherwise treat as a formula is escaped on the way out, so a note somebody typed cannot execute when the file is opened.
A reporting habit worth having
- Weekly: glance at coverage and queue depth in the operational report. Five minutes, and it catches recorder problems while they are still one week of missing calls.
- Monthly: the quality report, per criterion first. Pick one thing to coach across the team.
- Monthly: the coaching report. Were last month’s follow-ups actually followed up?
- Quarterly: ask whether the scorecard still describes what you care about, and leave it alone if it does.