Click Definitions Tracking in the navigation panel

Select which department/team/user will be analysed in the report – click the ellipsis symbol to reveal the available options in the select pop-up.

Use the template dropdown menu to select which call-handling template the evaluation scores will be taken from.

Select which category of media files calls will be included – click the ellipsis symbol to reveal the available categories in the select category pop-up. If no category is selected then all media files calls will be used.

Select the date from which the previous 12 years, months, weeks or evaluations will be counted back from (select appropriate radio button to choose year, month, week or evaluation)

Previous 12 evaluations can only be selected for an individual agent

Click OK or cancel to create the report or discard it.