Call Center Quality Database

Ukończone Opublikowano May 22, 2015 Płatność przy odbiorze
Ukończone Płatność przy odbiorze

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.

Rozwój Bazy Danych Microsoft Access

Numer ID Projektu: #7723908

O projekcie

30 ofert Zdalny projekt Aktywny Jun 4, 2015

Przyznany użytkownikowi:

torajiv

Hello I am an exclusive MS Access developer completely dedicated to this platform - I do not work on any other database. I am also among the top three MS Access developers on this site. You can verify by go Więcej

$500 USD w ciągu 15 dni
(154 ocen)
6.9

30 freelancerów złożyło ofertę za $720 w tym projekcie

paris2785

Hi there - My name is Paris. I've read your brief and can see that you'd like to have a database. I have 7 years’ experience designing and developing Access databases. I would approach your project by creating a draft Więcej

$290 USD w ciągu 8 dni
(145 Oceny)
7.1
fabest

Dear, I am Access/VBA expert since 11 years. I checked your project description, and I confirm I can develop your Access DB. -I will set the DB as multi-user and all supervisors will be able to open it in same time Więcej

$488 USD w ciągu 6 dni
(82 Oceny)
7.3
jawadaman

Hi I am interested in this project. I can do the job for you. I am an experienced MS Access developer. Id interested in hiring me then please let me know so that we can discuss it further. thanks. Regards, Jawad

$555 USD w ciągu 1 dnia
(77 Oceny)
5.7
farr4u

HI, Access and Excel VBA expert here, I offer you access application with very user friendly forms having functionalities like auto filling easy data selection through dropdowns, these forms will be for performing data Więcej

$248 USD w ciągu 13 dni
(22 Oceny)
5.3
danielrinf

Hello There. This is a interesting project as it is now. However, I strongly suggest to you, to change the technology that you mentioned. Access could give you a simple solution, but is a terrible tool for work in a Więcej

$840 USD w ciągu 20 dni
(19 Oceny)
4.7
alekhine1962

Dear Buyer, I am working in programming business since 1984. With Access databases I have been involved since 1998 ... Your specifications are perfectly clear. I have a couple of questions though : 1) Although we are Więcej

$300 USD w ciągu 7 dni
(24 Oceny)
4.7
acronymsolutions

Hi, I am 12+ years experienced Database Programmer at CMMI-5 level company. I am working on : RDBMS: Oracle,MSAccess,,MSSQL Server 7.0/2000/2008R2 and Onwards. Data Base Tools : Database Configuration Assist Więcej

$2000 USD w ciągu 20 dni
(15 Oceny)
4.6
paricoto

Hi there - my name is Paul. I have more than 15 years of experience in designing and developing MS Access applications especially for small and medium sized enterprises. If you are looking for an experienced developer Więcej

$500 USD w ciągu 15 dni
(5 Oceny)
4.4
rsliter

Hello, I’m newer to this freelancing website and am just beginning to build my online reputation and client base. Over the past 17 years, I’ve worked in a variety of functions spanning Information Technology, Suppl Więcej

$500 USD w ciągu 15 dni
(6 Oceny)
4.2
mango953

Hello. although MS access is a good tool to use, it is design for "gurus", not for people with a little knowledge of how a database work. I offer you a solution in Filemaker, the best open source db there is. You could Więcej

$1111 USD w ciągu 7 dni
(3 Oceny)
4.6
rashmisingh2990

I am database expert having experience of 2 years.I will definitely design your database and deliver it on time.

$444 USD w ciągu 3 dni
(27 Oceny)
4.0
glebsky73

Hi, I am reporting professional and definitely can do this. Regardles if I will work on this or someone else I wanted to say that - MS access is not the best choice for this. Such solutions should be on a centra Więcej

$900 USD w ciągu 3 dni
(0 Oceny)
0.0
ryonkol

experienced web developer here, can provide exactly what you need, can we discuss more about it? thanks

$842 USD w ciągu 30 dni
(0 Oceny)
0.0
nn7442

have 15 years experience on access. Can add any feature as long as access supports it. Message me for any queries. Will make your database user friendly. Will discuss everything on skype.

$1111 USD w ciągu 2 dni
(0 Oceny)
0.0
olekarpw

I'll do it better then others .

$986 USD w ciągu 11 dni
(0 Oceny)
0.0
razvansodoleanu

Hello, I would like to complete this project for you. I am experienced in MS Access, SQL and MS Office macros, having worked with them for the last 5 years. I am also experienced in PHP. Looking at the requirements Więcej

$388 USD w ciągu 5 dni
(0 Oceny)
0.0
jtabong

A proposal has not yet been provided

$555 USD w ciągu 14 dni
(0 Oceny)
0.0
mpay4all

I have the Access application for tracking issues in Call Center. Each issue is linked to a certain operator and has its own status. Operator: Can enter, change details and status of his issues Manager: Can view Więcej

$833 USD w ciągu 10 dni
(0 Oceny)
2.8
AccessVBAGuru

LOCAL CANDIDATE - New to this site so I will be sure to dedicate much more time than needed to make sure I get a 5 star review from you. I have 10 years experience with Access/VBA and I am especially good at designing Więcej

$498 USD w ciągu 7 dni
(0 Oceny)
0.0
Calcul8or

I am a Melbourne based Excel / Access VBA developer/analyst with many years of commercial and programming experience and expertise. I've built many sophisticated systems based on Excel, and will be happy to provide exa Więcej

$561 USD w ciągu 1 dnia
(0 Oceny)
0.0