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Calibration Report

Updated

2 months ago

The Calibration Report analyzes variance and alignment between auditors and calibrators during calibration evaluations. It provides detailed insights into alignment and variance at both item and category levels. The Calibration Report belongs to the Quality Management Report Group.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Calibration Report:

Metrics

Dimensions

Name	Descriptions
Checklist	Name of the checklist used for performing the evaluations.
Evaluated Agent	Agent on which the evaluation is performed.
Auditor	User who performed the evaluation.
Calibrator	User who performed the calibration evaluation.
Evaluated Agent Manager	Manager of the evaluated agent.
Auditor Manager	Manager of the auditor.
Calibrator Manager	Manager of the calibrator.
Auditor Evaluation Date	Date when the auditor submitted the evaluation.
Auditor Evaluation Type	Evaluation type of the evaluation done by the auditor.
Calibration Evaluation Date	Date when the calibrator submitted the evaluation.
Calibration Modified Date	Date when the calibration evaluation was modified.
Evaluation Type	Different levels of evaluations performed.
Calibration With	Auditor against whom the calibration evaluation is performed.
Evaluated Interaction Channel	Social network of the evaluated case-interactions.
<ChecklistItemName> + Auditor Response List (Checklist_Name)	Response submitted by the auditor for checklist item - <ChecklistItemName> (Checklist_Name) in list format.
<ChecklistItemName> + Auditor Response (Checklist_Name)	Response submitted by the auditor for checklist item - <ChecklistItemName> (Checklist_Name).
<ChecklistItemName> + Calibrator Response List (Checklist_Name)	Response submitted by the calibrator for checklist item - <ChecklistItemName> (Checklist_Name) in list format.
<ChecklistItemName> + Calibrator Response (Checklist_Name)	Response submitted by the calibrator for checklist item - <ChecklistItemName> (Checklist_Name).
Disputed Items	Checklist items on which a dispute is raised.
Disputed Item List	List of checklist items on which a dispute is raised.
Dispute Comment	Comments or explanations provided while raising a dispute on an evaluation.
Evaluated Agent Designation	Designation of agent on which evaluation is performed.
Week of Year	Provides the week number of the year when an event took place with the week count starting on Sunday.
Evaluated Agent Reviewer	Reviewer of the agent getting evaluated in the evaluation. Reviewer is defined in the user properties.
Campaign	Name of the Campaign associated to the call.
Calibrator Designation	Designation of the calibrator who performed the evaluation.
Case Details	Provides details on the associated Case to an event, which includes the Case subject, Case ID, and description.
Evaluated Agent Federation Id	Federation ID of agent on which evaluation is performed
Day Of Week	The name of the day of the week on which the activity occurred.
Time Of Day	Provides the time at which the event occurred in hourly intervals (for example, 10:00, 14:00), without showing minutes. It is shown in 24-hour format (HH:MM) and adjusted to your time zone.
Day of Year	Provides the day of the year on which the event occurred. For example, 1st January will be 1, 2nd February will be 33, and so on.
Auditor Reviewer	Reviewer of the auditor who performs the evaluation.
Auditor Federation Id	Federation ID of auditor who performed evaluation.
Case Number	The unique ID associated to the Case.
Auditor Department	Department of auditor who performed evaluation.
Calibrator Federation Id	Federation Id of the calibrator who performs the calibration evaluation.
Calibrator Department	Department of calibrator who performs the calibration evaluation.
Variance Reference Type	Variance reference selected to perform Peer to Peer Calibration. This can be Mean, Median or Primary Evaluator.
Month Of Year	Provides the name of the month when an event took place.
Calibrator Evaluation Type	Level of Calibration evaluation performed by the calibrator.
Date	Provides the date on which the event occurred.
Account	This dimension provides the name of the customer’s social network account. When used with Case details, this will display the name of the "Organization Account" through which the first message associated to the Case is grabbed. Messages are ordered based on when the message was associated with a Case, and not necessarily on message creation date and time.
Calibrator Reviewer	Reviewer of the calibrator doing the evaluation. Reviewer is defined in the user properties.
Auditor Designation	Designation of the auditor who performed the evaluation.
Channel	Provides the name of the channel associated with the Case. This dimension can be used to categorize a common metric across multiple channels and will show the list of all channels associated with the first message of the Case.
Evaluated Agent Department	Department of the agent on which evaluation is performed.
Case Closure Time	The timestamp when the case was marked closed.
Calibration Modified Time	Reflects the date and time when the calibration evaluation was last modified.

This concludes our comprehensive coverage of the Calibration Report. For more details on the Reports available under the Service Analytics Data Source, please refer to the Detailed Reports Glossary.

Name	Descriptions
% Alignment	Level of alignment between the calibrator and auditor on the evaluation.
Calibration Count	Total number of calibrations computed.
Auditor Score	Evaluation score given by the auditor.
Calibrator Score	Evaluation score given by the calibrator.
Evaluation Score (Disputed)	The initial score of the evaluation on which the auditor raised a dispute.
Total Disputes Raised	Total number of disputes raised on the evaluation.
<CategoryName> + Alignment % ( + <Checklist_Name> + )	Alignment percentage of the checklist category [<CategoryName> + (<Checklist_Name>)].
<Item_Name> Variance (Checklist_Name)	Variance (difference between the calibrator score and auditor score) of the checklist item [<Item_Name> (Checklist_Name)].
<CategoryName> + Variance (Checklist_Name)	Variance (difference between the calibrator score and auditor score) of the checklist category [<Category_Name> (Checklist_Name)].
Calibrator Item Response Count	Total number of times a checklist item is calibrated.

Calibration Report

Metrics and Dimensions

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