Evaluation Details Report

Related Products or Features: Business Intelligence (BI) Reports, CXone 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. This includes agent evaluations, calibrations, and self-assessments. It also shows data for the associated interaction. It gives you quick access to information and insights and about evaluations.

The Evaluation Details report: A table with columns showing evaluation data by agent.

Elinor Dashwood is a supervisor at Classics, Inc. She wants to check on the status of her team's evaluations and see if there are any issues with her team members. She opens the Evaluation Details report, defines a time period, and selects her team. She notices that Marianne Dashwood, one of her agents, has an expired evaluation. She schedules a training with Marianne to review the process of completing evaluations.

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. Date and time are displayed in UTC (GMT time zone).

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.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

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 Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the 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 the filters in the prompt of this report

These filters appear when you first run the report. They also appear when you click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. in the top left of the report.

Time Period: The type of time period. Select one of these options:
- Evaluation Start Time Period: When evaluations started.
- Evaluation Submitted Time Period: When evaluations were submitted.
- Recorded Interaction Time Period: When interactions occurred.
After you click Run at the bottom of the Prompt, you choose a value for the time period, such as Today, Yesterday, and Last 7 Days. For example, if you select Evaluation Start Time Period, then specify a value of Yesterday, the report will display data for the evaluations that started yesterday.
Hierarchy: The hierarchy of users. Using this filter may increase the amount of time it takes to run the report.
Group: The group of users. Using this filter may increase the amount of time it takes to run the report.
Team: The team of users.
Skill: The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge of the evaluated interaction.
Form: The CXone Quality Management form. If the form name has a # at the end, it is deactivated. If it has an X, it was deleted.
Agent: The evaluated agent.

Learn about the filters at the top of this report

These filters appear at the top of the report after you run it.

Evaluation Status: The current status of the evaluation. Options include:
- Appealed
- Awaiting
- Completed
- Completed Reviewed
- Deleted
- Draft
- Expired
- New
- Replaced
- Sent to Agent
- Sent to Supervisor
Hierarchy: The hierarchy of users. Using this filter may increase the amount of time it takes to run the report.
Columns: The columns you want to appear in the report.

These filters appear when you click Filter Icon of a funnel filter. in the top right:

Start Date: The date and time the evaluator began the evaluation.
Group: The group of users. Using this filter may increase the amount of time it takes to run the report.
Team: The team of users.
Form Name: The name of the CXone Quality Management form.
Skill: The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge of the evaluated interaction.
Agent Name: The evaluated agent.
Active Status: The status of the evaluated agent. Select one of these options:
- Active: The agent is in your organization.
- Inactive: The agent has left your organization.

Data in this Report

The Evaluation Details report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column	Description
Level	Hierarchy the agent belongs to. The levels you select from the Hierarchy filter at the top of the report appear as individual columns here. For example, if you select Level 01 and Level 02, columns for Level 01 and Level 02 appear in the report.
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. This is also called the Master Contact ID or ACD Contact ID.
Contact Number	Unique ID number of the evaluated interaction. This is also called the Contact ID.
Agent ID	Unique ID of the agent the evaluation, self-assessment, or calibration was assigned to.
Agent	Name of the agent the evaluation, self-assessment, or calibration was assigned to.
Active Status	Status of the evaluated agent: Active: The agent is in your organization. Inactive: The agent has left your organization.
Team	Name of the team the agent belongs to.
Group	Group the agent belongs to.
Skill	Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the interaction.
Workflow Type	Type of evaluation workflow: Calibration Collaboration Evaluation Self-Assessment
Team ID	Unique ID number of the agent's team.
Workflow Status	Status of the workflow: Awaiting Submission Claimed Completed Completed Self Assessment Deleted Deleted - Expired Appealed Expired Expired Self Assessment In Progress In Progress Self Assessment In Review New Self Assessment Partially Completed Replaced Sent to Agent Sent to Supervisor Waiting for Agent Waiting for Evaluator Learn about workflow and display statuses.
Assigned By	Name of the user who assigned the evaluation, self-assessment, or calibration.
Evaluation Flow Trigger	Event that started the evaluation: Calibration (Records not included in the report.) Collaborative Manual Quality Plan Search
Evaluation Status	Marks the evaluation with one of the following statuses: Awaiting Completed Deleted Draft Expired New Submitted Use the Evaluation Status drop-down at the top to filter the results.
Reason	Reason for deletion or replacement of the evaluation task.
Workflow Instance ID	Unique ID of the evaluation.
Parent ID	Workflow Instance ID of the collaborative evaluation which is associated with the child evaluation and self-assessment workflows.
Auto Acknowledged	Possible values are: TRUE: The agent did not acknowledge the evaluation, so it was automatically acknowledged. FALSE: The agent acknowledged the evaluation. Empty value: In cases of self-assessment, no acknowledgment is necessary.
Workflow State	State of the workflow: Open Closed Failed Timed-Out
Plan Name	Name of the quality plan used to initiate this evaluation.
Form Name	Name of the form used for this evaluation.
Form Version	Version of the form used for this evaluation.
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.
Last Updated	Time (in UTC) when the evaluation was last modified.
Last Modified By	Name of the user who most recently edited the evaluation.
Evaluator	Name of the evaluator who performed the evaluation.
Average Score	Percentage score for the overall evaluation of an interaction. If scores are edited in the evaluations, the average score is updated in this report.
Score	Evaluation score. If the score is edited in the evaluation, it is updated in this report.
Maximum Possible Score	Highest score possible for all questions in the evaluation form.
Rank	Custom range of values set by the user to define the form rank.
Failed Critical Question	Possible values are: True: The user failed a critical question and the evaluation form score is set to zero. False: The user answered any critical questions correctly.
User Review Comments	Comments entered by the agent while disputing the evaluation.
Dispute Resolver Comments	Comments entered by the supervisor/evaluator while closing the appeal (dispute).
Channel Type	Channel for the interaction, such as voice, email, or chat.
Segment ID	Unique ID number of the interaction segment being evaluated.
Interaction Date	Date and time (in UTC) the evaluated interaction took place.
Interaction Duration	Duration of the evaluated interaction.
Interaction Direction	Direction of the interaction: Inbound Outbound
Interaction Duration	Duration of the evaluated interaction.
Evaluation Subject	Possible values include: Segment: The evaluation is based on a CXone interaction. Employee: The evaluation is either based on a non-CXone interaction or is not interaction-related.

Workflow Statuses and Display Statuses

WorKFlow status	display status	description
Awaiting Submission	New	The evaluator has received the collaborative evaluation.
Claimed	New	The evaluator has received the standard evaluation.
Completed	Completed	The evaluator has completed the evaluation. It is sent to the agent for optional review. For collaborative evaluations: Both the agent and evaluator have completed the evaluation.
Completed Self Assessment	Completed	The agent has completed the self-assessment.
Deleted	Deleted	The user has deleted a new evaluation.
Deleted - Expired	Deleted	The user has deleted an expired evaluation.
Appealed	Challenged	The agent has raised an appeal.
Expired	Expired	The evaluator did not complete the evaluation within the allotted time period of 60 days. For collaborative evaluations: Both the agent and the evaluator did not complete the evaluation within the allotted time period of 60 days.
Expired Self Assessment	Expired	The agent did not complete the self-assessment within the allotted time period.
In Progress	Draft	The evaluator is working on the evaluation and has saved answers, but has not completed it yet.
In Progress Self Assessment	Draft	The agent is working on the self-assessment and has saved answers, but has not completed it yet.
In Review	Challenged	The agent has raised an appeal for the evaluation. It has been sent to the evaluator, and the evaluator is working on an assessment of the appeal. The appeal has been saved as a draft.
New Self Assessment	New	The agent has received the self-assessment.
Partially Completed	Completed Partially	Only the agent or the evaluator have completed the collaborative evaluation before the allotted time ends.
Replaced	N/A	The user has replaced a new evaluation.
Sent to Agent	New	The evaluator has submitted the evaluation. It has been sent to the agent for acknowledgment.
Sent to Supervisor	New	The agent has submitted the evaluation. It has been sent to their supervisor for acknowledgment.
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.