Core Focus is a standard report module that targets the questions or attributes that are affecting you and your team’s overall Quality Assurance Scores. This becomes useful for Agents when they want to know what they should focus on to improve their scores. It also helps Supervisors best manage the time they have to coach their teams.
Core Focus works according to the lost percentage points that are lost per question on each individual audit. Here is the formula for the Impact used in a Core Focus report.
For example, the Agent below had three Quality Assurance Scores over the past month.
As you can see in Figure 2, the Core Focus Module will rank the questions according to the impact that it had on the Agent’s overall QA Score. You can see that in this example, the agent missed the Rapport question on 2 out of 3 audits. On each one of those two audits, the agent lost 6 percentage points. To calculate the impact, you plug those numbers into the formula in Figure 3.
Utilizing Global Filters can be very useful when running a Core Focus Report. You can find more information on Global Filters here.
Drill Down
There are two ways you can drill down on a Core Focus report: the Form or the Attribute. For clarification, an Attribute is any question on a Bit-Lever form that is scored.
Drill Down: Top Offenders
The Core Focus Report will be grouped by Attribute, which means each row will represent an individual questions impact on the overall Quality Assurance score. In the example in Figure 4, you can see that Question number 2 on the Customer Service QA form is the top ranking Attribute on the Core Focus report.
By clicking on the title of the Attribute, you will see a new Drill Down report that shows you the Top Offenders that make up the lost points for that Attribute (Figure 5). To get back to the top level Core Focus, you can click the ‘Back’ button. The sum of the values under the ‘Impact %’ will equal the value under the same column on the top level Core Focus report for that Attribute.
Drill Down: By Form
You can also Drill Down on the type of Form by clicking on its title. In the example from Figure 4, you can click on the Form type of ‘Customer Service QA’. This would Drill Down to show you the missed questions from all the Customer Service QA forms and their impacts on the overall Quality Assurance Score (Figure 6). As you can see, Drilling Down by Form would show you all the attributes that are missed for that type of Form and not just the Attributes included on the top level Core Focus.
