Evaluation Details Report

Related Products or Features: Business Intelligence (BI) Reports, Quality Management

Required permissions: Report Viewer, Evaluation Details

Required Employee Settings: Can View BI Reports

The Evaluation Details report displays data for all types of evaluations, including agent evaluations, calibrations, self-assessments. It also shows the associated interaction data. It's a great way to access information quickly, and gain insights about evaluations.

When you select a QM form when running this report, the form name may have a # or X at the end. The # indicates that the form is deactivated and the X indicates that the form was deleted.

Select the applicable form from the list, then click Run. Choose the form version, then click Run again.

Working with business intelligence (BI) reports

This report is an advanced business intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour.

To access and run this report, go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

For most reports you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt to change the parameters of the report.

To change report parameters click Re-Prompt.
Edit the desired parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

Learn about additional filters in this report

This report allows you to filter by Evaluation Start Time Period or Recorded Interaction Time Period.

Click the app selector and select Reporting > Prebuilt Reports.
Click the report name to open it.
In the Time Period field, select one of the following options:
- Evaluation Start Time Period—When the evaluations started.
- Recorded Interaction Time Period—When the interactions related to the evaluations occurred.
Select the Teams you want to see the data for.
Select the Form you want to see the data for.
Click Run.

Example of Use

Get a complete look at evaluation details

David manages a team of agents. He is interested in looking at the overall data regarding their evaluations over the last month, and drawing his own conclusions.

Find out more

David runs the Evaluation Details report, defining the time period as the last 30 days, selecting his team, and all of the forms that have been used to evaluate agents on his team.

Once the report runs, he exports the data to Excel for further analysis.

Overview

The report consists of a large grid that contains all raw evaluation data for the teams and evaluation forms selected to run the report. Right-click in the grid for more actions.

Column descriptions

Column	Description
Master Contact	Unique ID number given to the contact by the ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority.
Agent	Name of the agent who was being evaluated.
Agent ID	Unique ID of the agent.
Assigned By	Name of the user who assigned the evaluation, self-assessment, or calibration.
Auto Acknowledged	Possible values are: TRUE—If the agent did not acknowledge the evaluation, it was automatically acknowledged. FALSE—If agent acknowledged the evaluation. Empty value—In cases of self-assessment, no acknowledgment is necessary.
Average Score	Percentage score for the overall evaluation of an interaction.
Channel Type	Different voice and digital channels used for interactions, such as voice, email, and chat.
Display Status	Status of the evaluation: New. Challenged. Draft. Completed. Completed Reviewed. Auto-acknowledged. Waiting for Agent. Waiting for Evaluator. Completed Partially. Completed. Expired. Deleted. See display and workflow status mapping.
Dispute Resolver Comments	Comments entered by the manager/evaluator while closing the dispute.
Evaluation Flow Trigger	Event that started the evaluation: Manual Trigger. Search. Quality Plan. Calibration. Evaluation.
Evaluation Status	Marks the evaluation with one of the following statuses: Awaiting. Completed. Completed Reviewed. Deleted. Draft. Expired. New. Submitted. Use the Evaluation Status drop-down at the top to filter the results.
Evaluation Start Date	Date and time (in UTC) that the evaluator began the evaluation.
Evaluation Submitted Date	Date and time (in UTC) the evaluator submitted the evaluation.
Evaluator	Name of the evaluator.
Failed Critical Question	If the value is true, the user failed a critical question and the evaluation form score is set to zero. If the value is false, the user answered the question correctly.
Form Name	Name of the form used for this evaluation.
Form Version	Version of the form used for this evaluation.
Interaction Date	Date and time (in UTC) the evaluated interaction took place.
Interaction Direction	Direction of the interaction: Inbound. Outbound.
Interaction Duration	Duration of the evaluated interaction.
Interaction ID	Unique ID number of the evaluated interaction.
Last Updated	Time stamp (in UTC) when this evaluation was last modified.
Maximum Possible Score	Highest score possible for all questions in the evaluation form.
Parent ID	Workflowinstance ID of the collaborative evaluation which is associated with the child evaluation and self-assessment workflows.
Plan Name	Name of the quality plan used to initiate this evaluation.
Rank	Custom range of values set by the user to define the form rank.
Reason	Reason for deletion or replacement of the evaluation task.
Score	Evaluation score.
Segment ID	Unique ID number of the interaction segment the evaluator was evaluating.
Team	Agent's team name.
Team ID	Unique ID number of the agent's team.
User Review Comments	Comments entered by the agent while disputing the evaluation.
Workflow State	State of the workflow: Open. Closed. Failed. Timed-Out.
Workflow Status	Status of the workflow: Claimed. Sent to Agent. Dispute. In Progress. In Review. Completed No Review. Completed. Completed Acknowledged. Completed Reviewed. Expired. Auto-acknowledged. New Self Assessment. In Progress Self Assessment. Completed Self Assessment. Expired Self Assessment. Awaiting Submission. Waiting for Agent. Waiting for Evaluator. Completed. Partially Completed. Expired. Deleted. Replaced. Expired Self Assessment. Deleted - Submitted. Deleted - Expired. Deleted - Completed Acknowledged. Deleted - Completed No Review. Deleted - Completed Reviewed. Deleted - Completed. See display and workflow status mapping.
Workflow Type	Type of evaluation workflow: Evaluation. Self-assessment. Collaborative.
WorkflowInstance ID	Unique ID of the evaluation.

More about display and workflow status mapping

WorKFlow status	display status	description
Claimed	New	The evaluator has received the interaction for quality assessment.
Sent to Agent	New	The evaluator has submitted the evaluation. It is sent to the agent for acknowledgment.
Dispute	Challenged	The agent has raised a dispute.
In Progress	Draft	The evaluator is working on the assessment and has saved their answers, but has not completed it yet.
In Review	Challenged	The agent has raised a dispute for the evaluation. It is sent to the evaluator, and the evaluator is working on the assessment of the dispute. The dispute has been saved as a draft.
Completed No Review	Completed	The evaluator has completed the assessment and no agent review is required.
Completed	Completed	The evaluator has completed the assessment . It is sent to the agent for optional review.
Completed Acknowledged	Completed	The evaluator has completed the assessment. It is sent to the agent for mandatory review. The agent has acknowledged the evaluation.
Completed Reviewed	Completed Reviewed	The agent raised a dispute for the evaluation, and the evaluator has completed the assessment of the evaluation.
Expired	Expired	The evaluator has not completed the assessment within the allotted time period of 60 days.
Auto-acknowledged	Auto-acknowledged	The agent has not acknowledged the assessment within the allotted time period of 60 days.
New Self Assessment	New	The agent has received the self-assessment.
In Progress Self Assessment	Draft	The agent is working on the self-assessment and has saved answers, but has not yet completed the form.
Completed Self Assessment	Completed	The agent has completed the self-assessment.
Expired Self Assessment	Expired	The agent has not completed the self-assessment within the allotted time period.
Awaiting Submission	New	The evaluator has received an interaction for quality assessment.
Waiting for Agent	Waiting for agent	The evaluator has completed the collaborative evaluation, but the agent has not.
Waiting for Evaluator	Waiting for evaluator	The agent has completed the collaborative evaluation, but the evaluator has not.
Completed	Completed	Both the agent and evaluator have completed the collaborative evaluation.
Partially Completed	Partially completed	Only the agent or the evaluator have completed the collaborative evaluation before the allotted time ends.
Expired	Expired	Both the agent and the evaluator have not completed the self assessment or collaborative evaluation within the allotted time period of 60 days.
Deleted	Deleted	The user deleted a new evaluation.
Replaced	NA	The user replaced a new evaluation.
Deleted - Submitted	Deleted	The user deleted a submitted evaluation.
Deleted - Expired	Deleted	The user deleted an expired evaluation.
Deleted - Completed Acknowledged	Deleted	The user deleted an acknowledged evaluation.
Deleted - Completed	Deleted	The user deleted a completed evaluation.
Deleted - Completed No Review	Deleted	The user deleted a completed evaluation that required no review from the agent.
Reviewed Deleted - Completed	Deleted	The user deleted an evaluation after it was disputed, reviewed, and completed.