Call Center Quality Database
$10-1000 USD
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.
Numer ID Projektu: #7723908
O projekcie
30 freelancerów złożyło ofertę za $720 w tym projekcie
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
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
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
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
I am database expert having experience of 2 years.I will definitely design your database and deliver it on time.
experienced web developer here, can provide exactly what you need, can we discuss more about it? thanks
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.
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
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