Call Centre Sample Report

Test Information

eTicket Number: 1234567890123456789
Issued to: info@crisp-mcs.com

Name: Jennifer Clayton
ID: 12345
Race: no data available
Age: no data available
Gender: no data available
Date: 10/25/2005
Time: 14:02
Time Taken: 26 minute(s)

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Performance Overview

Score: 93% (28/30)
Percentile ranking: 95

This account's scores:
Number of scores: 267
Average score: 83%

All recorded scores:
Number of scores: 1425
Average score: 64%

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Performance Analysis

Levels

Score - Correct/Total
Beginner: 100% - 18/18
Intermediate: 82% - 9/11
Advanced: 100% - 1/1

Topics

Score - Correct/Total
TELEPHONE KNOWLEDGE: 100% - 10/10
HOLDING/FORWARDING CALLS: 83% - 5/6
TAKING/LEAVING MESSAGES: 100% - 4/4
MANNERS/PROBLEMS: 83% - 5/6
SECURITY: 100% - 4/4

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Questions

Q No.	Topic	Name	Status	Time	Level
1	Telephone Knowledge	Phones: Call Waiting	Correct	20	BEG
2	Telephone Knowledge	Phones: Call Forwarding	Correct	13	BEG
3	Telephone Knowledge	Phones: Directory Asstistance	Correct	59	INT
4	Telephone Knowledge	Phones: Outside Line	Correct	15	BEG
5	Telephone Knowledge	Phones: Pound Key	Correct	24	BEG
6	Telephone Knowledge	Phones: Time Zone	Incorrect	220	INT
7	Telephone Knowledge	Phones: Time Zone	Correct	25	INT
8	Telephone Knowledge	Phones: Time Zone	Correct	78	BEG
9	Telephone Knowledge	Phones: Time Zone	Correct	159	INT
10	Telephone Knowledge	Phones: Time Zone	Correct	38	ADV
11	Holding/Forwarding Calls	Hold/Fwd: Hold Options	Correct	69	BEG
12	Holding/Forwarding Calls	Hold/Forward: Courtesy	Correct	37	BEG
13	Holding/Forwarding Calls	Hold/Forward: Extended Holding	Correct	29	INT
14	Holding/Forwarding Calls	Hold/Fwd: Multiple Calls	Correct	83	INT
15	Holding/Forwarding Calls	Hold/Forward: Angry Caller	Incorrect	37	BEG
16	Holding/Forwarding Calls	Hold/Forward: Transferring Callers	Correct	16	BEG
17	Taking/Leaving Messages	Messages: Hold All Calls	Correct	18	BEG
18	Taking/Leaving Messages	Messages: Prioritising Calls	Correct	47	INT
19	Taking/Leaving Messages	Messages: Wrong Number	Correct	21	BEG
20	Taking/Leaving Messages	Messages: Insufficient Information	Correct	42	BEG
21	Manners/Problems	Manners: Caller Greeting	Correct	26	BEG
22	Manners/Problems	Manners: Ending Calls	Correct	28	INT
23	Manners/Problems	Manners: First Names	Correct	25	BEG
24	Manners/Problems	Manners: Focussing Discussion	Correct	18	BEG
25	Manners/Problems	Manners: Number Request	Incorrect	70	INT
26	Manners/Problems	Manners: Angry Callers	Correct	58	BEG
27	Security	Security: Company Information	Correct	42	BEG
28	Security	Security: Home Number	Correct	48	INT
29	Security	Security: Customer Information	Correct	36	BEG
30	Security	Security: Buying Information	Correct	55	BEG

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