Unable to Access the Standard Quality Management Reporting Dashboard

If you're unable to access the standard Quality Management Dashboard within the Quality Management (QM) persona, ensure that you have the appropriate permissions for it.

Troubleshooting Incorrect Data in Lens Configured Drilldowns

If the drilldowns configured using Lens Config show incorrect data, follow these steps to crosscheck:

1. Ensure both the Widget and Drilldown Lens have the same Report Type:

   It's crucial to confirm that both the reporting widget and its lens are from the same Reporting Type to display accurate data. To check the report type of a widget:

   1. Open Inspect and navigate to the Network tab. Clear out the Network tab and refresh the reporting widget.

   2. Select the reporting query in the Network tab and navigate to the Payload section to view the Report Type.

      

2. Check if both Widget and Drilldown Lens have the same Date Filter:

   Verify that both the reporting widget and its lens have the same Date Filter to ensure accurate data representation.

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Issues with Applying Filters in QM Reports

In Quality Management (QM), various report types are utilized, each supporting different filters. It's important to note that the nomenclature of filters may vary across different reports. To accurately apply filters, refer to the QM Glossary, which provides details on common filters supported for different reports.

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Addressing Data Discrepancies in Reports with Standard Metrics 
If you encounter incorrect data in reports despite utilizing standard metrics, ensure that these metrics are sourced from the correct reports. For instance, a metric like "Total Evaluation" can be present in both the Inbound Case Report and the Voice Report, sharing the same display name. Verify the report type associated with the metric and adjust accordingly. You can locate the metric name within Projections in the Payload section.

Case Level and Audit Checklist Data in a Single Report

It is not feasible to combine Case-level standard data, such as Case Duration and Case Creation Interval, with Audit Checklist data, including Checklist Response Count and Parameter Level Scores, in a single report.

Impact of Agent Deletion or Deactivation on Reporting

If an agent is deleted or deactivated from the system, the reporting data will remain intact. However, in reporting and audit evaluation cards, the agent's name will be displayed as "<Agent Name> (deleted)". It's important to note that deleted or deactivated agents cannot be searched using filters such as "participated agents".

Inability to Plot Custom Metrics Filters in Widgets

Custom metrics cannot be used for filtering; they can only be plotted as a metric. However, custom fields can be utilized for both filtering and reporting.

Unable to View and Favorite Filters on Reports and All Cases Page

On the Cases and Reports dashboards, the dashboard filters that are favorited by default are based on the "Inbound Case" report. To obtain accurate data for other reports and avoid mismatches, please use widget or section-level filters.

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Discrepancy in Case/Call Count on the Widget and the Exported Version

To address discrepancies in case or call counts between the widget and the exported version:

- Ensure all metrics are from the same report and that the date filter is consistent with the search query.

- Verify that all dimensions and metrics plotted on the widget have values against them.

Inability to Plot User Level Custom Fields in Audit Checklist Response Report

To plot user level custom fields of the evaluated agent or auditor in the Audit Checklist Response report, please work with your Success Manager.