We have more than one Supervisor doing AQM reviews using the same template. For some AQM review the same recording will be reviewed by more than one AMETHYST Supervisor using the same AQM template.
When I pull a report AQM by Template and specify the agent name, I only see the last AQM review done if more than one Supervisor reviewed the recording.
Explanation:
AMETHYST will assume that when you do a 2nd, 3rd, etc. review on the same recording using the same AQM template than you are correcting the previous review. Thus you will always only see the scoring for the last review done with the same AQM template on the recording: see audit trail for recording reviewed:
As you can see the audit trail logs as follows:
- Code: Select all
28723 2011-12-06 15:39 belinda Saved new AQM review,DATATEX HELP DESK.
28726 2011-12-06 15:46 odette Changed previous AQM review,DATATEX HELP DESK.
The first review entry is " Saved new AQM review".
The second review entry is "Changed previous AQM review".
Thus the first one does not apply anymore.
Suggestion:
- Create a second AQM template, in other word use the orginal template save it and then rename it to use as second AQM template. You second Supervisor must then always use this AQM template. When you pull the report AQM by Template and specify the Agent name, you will see the 2 different AQM templates and know which is for which Supervisor and thus have an average for reviews done by both Supervisors for this agent.
- Code: Select all
CALL QUESTIONS|01-CORPORATE GREETING|CORRECT GREETING|309|2|1||0|0|||
CALL QUESTIONS|01-CORPORATE GREETING|INTRODUCED COMPANY/YOURSELF|310|0|0||0|0|||
CALL QUESTIONS|02-COMMUNICATES EFFECTIVELY|PRONUNCIATION TO BE CLEAR AND UNDERSTANDING|311|0|0||||||
CALL QUESTIONS|03-VOICE PROJECTION|IS CALL BEING RUSHED|312|0|0||||||
CALL QUESTIONS|03-VOICE PROJECTION|DOES AGENT SHOW EMPATHY TOWARDS CST|313|0|0||||||- Code: Select all
CALL QUESTIONS 2|01-CORPORATE GREETING|CORRECT GREETING|309|2|1||0|0|||
CALL QUESTIONS 2|01-CORPORATE GREETING|INTRODUCED COMPANY/YOURSELF|310|0|0||0|0|||
CALL QUESTIONS 2|02-COMMUNICATES EFFECTIVELY|PRONUNCIATION TO BE CLEAR AND UNDERSTANDING|311|0|0||||||
CALL QUESTIONS 2|03-VOICE PROJECTION|IS CALL BEING RUSHED|312|0|0||||||
CALL QUESTIONS 2|03-VOICE PROJECTION|DOES AGENT SHOW EMPATHY TOWARDS CST|313|0|0||||||
If you have more than two Supervisors, you will need to create the AQM template for each Supervisor.
Under "Recording #" it shows the same recording reference twice, with a different template name as per Supervisor who did the AQM review.
How do I save and rename the AQM template?
Log into AMETHYST webadmin.
Go to the 'AQM Template Configuration' page.
Click on the Template name you want to save and rename.
Right-click on the link 'Download Template' and save to for example Desktop.
If you open the .TPT file, it will look some like this:
The first field, in this example "CALL QUESTIONS|" is the name of the AQM template.
If you save the template name to "CALL QUESTIONS 2.TPT", you need to also change the content of the .TPT file as follows:
NOTE:
The first field value has been changed from "CALL QUESTIONS|" to "CALL QUESTIONS2|" to match the AQM template name (TPT file name).
How do I load and use the new AQM template?
Now you can load this AQM template:
Log into AMETHYST webadmin.
Go to the 'AQM Template Configuration' page.
Click on the 'Load Template' link.
Browse to your TPT file.
Click on the 'UPLOAD TEMPLATE' button.
To use this AQM template log out of Supervisor and in again. The AQM template will be available.