Evaluation Question and Answer Analysis Report

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

Required permissions: Report Viewer, Evaluation Question and Answer Analysis

Required Employee Settings: Can View BI Reports

The Evaluation Question and Answer Analysis report helps you analyze the quality of the questions and answers in an evaluation form. Using this report, you can:

Determine whether important questions are impacting the quality score as intended.
See if the evaluation form could be revised to align behaviors with overall performance.

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 Quality Management form. If the form name has a # at the end, it is deactivated. If it has an X, it was deleted.
Form Version: The version of the QM form.
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.

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 Version: The version of the QM form.
Section: The section of the form.
Question: The questions in the form.
Answer: The answers in the form.
Workflow Type: The type of QM form. Options include Evaluation, Self-assessment, and Collaborative.
Evaluation Flow Trigger: The event that started the form. Options include Calibration, Evaluation, Manual Trigger, Quality Plan, and Search.

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

Day: The time range for the data in 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.
Form: The Quality Management form.
Form Version: The version of the QM form.

John Middleton is a quality manager at Classics, Inc. He wants to check on the questions and answers in the evaluation form he made, called Q1 Assessment. He opens the Evaluation Question and Answer Analysis report, defines a time period, and selects the team assigned to the evaluation. He then selects Q1 Assessment in the Form field. He notices question #3 in Q1 Assessment has a low Answer Count. Because question #3 is a free response question, this means not many agents answered the question. He revises question #3 to be clearer.

Data in this Report

The Evaluation Question and Answer Analysis report has multiple columns that present data attributes and metrics. The table below provides a description for each column. If you click any value in the report, it drills down into different columns.

Column	Description
Version	Evaluation form version.
Section	Section of the evaluation.
Question	Questions in the section. Questions marked with an asterisk * are required or critical.
Answer	Answers given for each question. For multiple choice questions, each answer is given its own row. If the agent selected more than one answer, the selected answers are shown separated by a comma. For free response questions that allow the agent to enter their own answer, the answer type will be displayed. The possible answer types are: Text answer is given / is not given: A short, single line answer. Text area answer is given / is not given: A long, possibly multiple line answer. Hyperlink answer is given / is not given: An answer with a hyperlink. Datetime answer is given / is not given: An answer with a date and time. If the answer is edited in the evaluation, it is updated in the report.
Answer Count	Number of times the answer was selected. For free response questions, this is the total count of answers.
Answer Representation %	Percentage of evaluators who chose the answer. For example, if 10 evaluators answered the question, and 4 selected the answer Yes, then the Answer Representation % for Yes is 40%. For free response questions, the Answer Representation % is the percentage of evaluators who entered each answer type. For example, if 10 evaluators took the evaluation, and 7 answered the question with a date and time, then the Answer Representation % for Datetime answer is given is 70%, and the value for Datetime answer is not given is 30%.
Average Eval Score %	Average of the evaluation scores for the agents who selected the answer. For free response questions, this value is always N/A.

The following are the columns that display when you click any value in the report to drill down. The report only shows drill-down data if there are comments attached to the question. If there are no comments for a question, the report displays the message: No data returned for this view. This might be because the applied filter excludes all data.

Column	Description
Agent	Name of the agent who was evaluated.
Question	Question in the evaluation.
Answer	Answer the agent gave to the question.
Comments	Comments from the evaluator.
Commented By	Name of the evaluator who commented.
Activity	Status of the evaluation.
Commented Time	Date and time the evaluator made the comment.
Play	Click Play to play back the evaluated interaction.