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 answered by an evaluator, along with their answers. This can help you gain evaluation insights for your team across several channels.

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. 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.

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 Submitted 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 Submitted Time Period—When the evaluations were finished and submitted.
- 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 questions, answers, and their details

Gina manages a team of agents. She's interested in looking at all of the data connected to one of the evaluation forms used to evaluate her agents, and drawing her own conclusions.

Overview

The report consists of a large grid that contains all raw question and answer data for the teams and evaluation form selected to run 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 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.
Display Status	Possible values can be: 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.
Evaluation Flow Trigger	Event that started the evaluation: Manual Search Quality Plan (QP) Collaborative Calibration - Records not included in the report
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	Name of the evaluator.
Interaction Date	Date and time (in UTC) the evaluated interaction took place.
Interaction Duration	Duration of the evaluated interaction.
Interaction ID	Unique ID of the interaction.
Score - Percentage	Evaluation score as percentage.
Section/Questions	Displays sections and questions included in the evaluation form.
Team Name=	Name of the agent’s team.
Workflow Status	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, for example: Evaluation Self-Assessment
Workflow Instance 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.