FileMaker Database for Call Center Agent monitoring
Posted on 2007-03-27
I work at a small call center with about 40 customer service reps. I am trying to create a FMP database for quality control purposes.
A single supervisor monitors random incoming calls that agents take. While monitoring the call, the supervisor will input the agents name and check a series of Yes/No radio buttons. Example: Yes the agent verified information or No agent did not verify information.
There is about 20 questions on my form and grouped into sections
Obtaining and Verifying Information
Customer Interaction Skills
Proper Use of System
We are an outsourced call center so we have approximately 8 accounts that we work with. I have each account in its own table. Each table has account specific questions that agents are required to ask tied to a Value List of Yes/No.
What I am trying to do is run a daily and weekly analysis report based off the yes/no answers. This can be account specific or overall for all accounts. Example 20 agents verified information and 10 agents did not.
Can anyone give me some direction on how to create such a report? I have some understanding of FMP but not as proficient as I would like to be.
I am using FMP 8.5 Advanced.