Evaluation Question and Answer Details Report

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

Required permissions: Report Viewer, Evaluation Question and Answer Details

Required Employee Settings: Can View BI Reports

The Evaluation Question and Answer Details report displays a table with every question the agent answered and their answers to those questions. This can help you gain evaluation insights for your team across several channels.

The Evaluation Question and Answer Details report, showing a table of evaluation data, mainly questions and answers, sorted by agent.

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.

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.
Agent: 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.
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.
Form Version: The version of the QM form.

Data in this Report

The Evaluation Question and Answer Details report includes all raw question and answer data for the teams and evaluation form you selected when you ran the report. Each row represents the answers from a single evaluation and each column represents one of the questions from the form A collection of questions used to evaluate agent interactions.. Right-click in the table for more actions.

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.. 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	Name of the agent who was evaluated.
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.
Evaluator Name	Name of the evaluator.
Interaction ID	Unique ID number for the interaction.
Workflow Instance ID	Unique ID of the 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.
Interaction Date	Date and time (in UTC) the evaluated interaction took place.
Interaction Duration	Duration of the evaluated interaction.
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.
Display Status	Possible values can be: Challenged Completed Completed Partially Deleted Draft Expired New Waiting for Agent Waiting for Evaluator Learn about workflow and display statuses.
Evaluation Flow Trigger	Event that started the evaluation: Calibration (Records not included in the report.) Collaborative Manual Quality Plan Self-Assessment
Workflow Type	Type of evaluation workflow: Calibration Collaboration Evaluation Self-Assessment
Evaluation Subject	Possible values include: Segment: The evaluation is based on a CXone Mpower interaction. Employee: The evaluation is either based on a non-CXone Mpower interaction or is not interaction-related.
Score %	Evaluation score as percentage. If the score is edited in the evaluation, it is updated in the report.
Section/Questions	Displays sections and questions included in the evaluation form.

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.