Evaluation Question Details Report

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

Required permissions: Report Viewer, Evaluation Question Details

Required Employee Settings: Can View BI Reports

The Evaluation Question Details report displays questions from a single evaluation form and all of the associated data. You can use this report to identify evaluation trends in your organization.

The Evaluation Question Details report: a table displaying evaluation data, specifically for questions, 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.
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.
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:

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 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.
Skill: The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. of the evaluated interaction.
Form Name: The name of the Quality Management form.
Form Version: The version of the QM form.

Data in this Report

The Evaluation Question Details report includes all raw question data for the teams and evaluation form selected when you ran the report. This includes answers, available answer options for questions, data about the evaluation, information about the different questions (critical, from the question bank, and so on), and agent information. 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 ID	Unique ID number of the agent who was evaluated.
Agent Name	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.
Team ID	Unique ID number of the agent's team.
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 who performed the evaluation.
Form Name	Name of the evaluation form that included the question.
Form ID	Unique ID number for the evaluation form that included the question.
Form Version	Version of the evaluation form used for this evaluation.
Section Title	Title of the section that included the question.
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.
Section ID	Unique ID number of the section that included the question.
Question Title	Text of the actual question.
Question ID	Unique ID number of the specific question.
Question Number	Number of the question on the evaluation form.
Question Type	Type of question the evaluator answered. This could be yes/no, a date/time question, or a question that required a full text answer.
Answer	Full answer that the agent or evaluator gave for the question. If the answer is edited in the evaluation, it is updated in the report.
Options	All of the available answers to a multiple choice question.
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 Instance ID	Unique ID number of the evaluation.
Workflow Type	Type of evaluation workflow: Calibration Collaboration Evaluation Self-Assessment
Evaluation Flow Trigger	Event that started the evaluation: Calibration (Records not included in the report.) Collaborative Manual Quality Plan (QP) Self-Assessment
Segment ID	ID number of the interaction segment the evaluator was evaluating.
Failed Critical Question	True or False, depending on whether the agent failed the critical question.
Critical	True or False, depending on whether the question was a critical question. Critical questions are questions that can immediately fail an entire evaluation if they are answered incorrectly.
Scorable	True or False, depending on whether the question could be scored.
Bank ID	Unique ID number of the question bank that the question is included in.
Mandatory	True or False, depending on whether the question was a mandatory question that required an answer.
Evaluation Score (%)	Agent's overall score for the evaluation, shown as a percentage.
Max Score	Maximum score the agent could have received for the question.
Actual Score	Score the agent received for the question.
Section Score	Score the agent received for the question's section.