Call Center Quality Database

Call Center Quality Database Requirements Our call center is looking to develop a Microsoft Access database to enter, compile, and store quality data related to agent calls. In our call center environment, our team of supervisors monitor and evaluate calls taken by our agents. The evaluation criteria consist of 39 true/false/NA questions, each question indicating whether the agent accomplished one of the 39 required objectives on each call. We need a standard Call Quality Evaluation form, in which all supervisors enter the results of their call quality evaluation. The form would need to include the following fields: - Call ID reference - Agent ID dropdown (foreign key to an agent table) - Program ID dropdown (foreign key to a program table) - Supervisor ID dropdown (foreign key to a supervisor table) - Evaluator ID - Call Date - Evaluation Date - Call Length (Time) - A field for each of the 39 questions (foreign key to a questions table). Questions can change on occasion, and we need to keep historical data from before the change was made while also updating the form with the changed question. The number of questions may also change from time to time. The form needs to be modifiable by power users, to change as evaluation standards change. - Pass/Fail (Pass = 100% of 39 questions correct or NA; Fail = Anything less than 100%). This field should be calculated automatically. Multiple supervisors need to be able to access the form simultaneously. We have 20 supervisors that each complete 80 quality evaluations per month, totaling approximately 1600 evaluations per month. Thus, numerous supervisors will be entering and saving call quality evaluation data via the quality from at the same time. The results from each quality form completed need to be stored in a central database. From this database, we need the following reports: - A list of agents, the number of evaluations completed for each agent, and the percentage of evaluations “Passed” (100% of 39 questions correct or NA) for each agent. - A list of supervisors, and the cumulative percentage of evaluations “Passed” by the agents of each supervisor. - A list of the 39 questions; For each question, how many evaluations in which that question was “true”, how many evaluations in which that question was “false”, and how many evaluations in which that question was “NA”. This report should be filterable by Program ID, supervisor, and agent. - All reports need to be filterable by Date Range. In addition, the form/database will need to include the following criteria: - Ability to evaluate completed forms, to assess the accuracy of the evaluator. - Hold completed evaluations for a period of 1 year. - Ability to set the span of time for reporting.