Agent QA Summary

Average CX QA Campaign evaluation scores for each selected agent over the selected time frame.

The Agent QA Summary report shows each selected agent's average CX QA Campaign evaluation scores over the selected time frame, overall and for each evaluation point. It is a Agent row type Summary-style report, and carries the AI QA tag in My Reports.

⚠️
Requires AutoQA Evaluations
The score columns report on the CX QA Campaign evaluation template. This default template is added to sites licensed for both transcription and QA Evaluation, and it arrives disabled — no calls are scored, and these columns show no data, until an administrator enables it. See QA Evaluation Templates.

Report Columns

Column	Definition
`Agent`	The agent being reported on.
`Avg CX QA Campaign - Total Score (%)`	The average total score, as a percentage of the 40 possible points, across calls evaluated against the `CX QA Campaign` template.
`Avg Opening - Score (%)`	The average score on the `Opening` evaluation point, as a percentage of its possible points.
`Avg Listening Skills - Score (%)`	The average score on the `Listening Skills` evaluation point, as a percentage of its possible points.
`Avg Empathy - Score (%)`	The average score on the `Empathy` evaluation point, as a percentage of its possible points.
`Avg Single-Call Resolution - Score (%)`	The average score on the `Single-Call Resolution` evaluation point, as a percentage of its possible points.
`Avg CSAT - Score (%)`	The average score on the `CSAT` evaluation point, as a percentage of its possible points.

CX QA Campaign Evaluation Points

The CX QA Campaign template scores each evaluated call on five evaluation points, for a total of 40 possible points.

Evaluation Point	Answer Type	Points	What It Evaluates
`Opening`	Yes/No	5	Whether the agent opened with a professional greeting and avoided negative or unprofessional language.
`Listening Skills`	Scale	10	Whether the agent listened actively — no unnecessary interruptions or redundant questions, with accurate paraphrasing and relevant follow-up.
`Empathy`	Scale	10	Whether the agent recognized and responded to the customer's emotional state, with accountability and patience.
`Single-Call Resolution`	Yes/No	10	Whether the customer's issue was fully resolved on the call, with no follow-up, callback, transfer, or escalation needed.
`CSAT`	Scale	5	The customer's likely overall satisfaction, based on sentiment trajectory, resolution, and closing tone.

Updated about 4 hours ago