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 their associated data. You can use this report to identify evaluation trends in your organization.

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.

Image of form version

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.

  1. To access and run this report, go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. 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.

  1. To change report parameters click Re-Prompt.

  2. 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.

  3. When you are finished changing the report parameters, click Run.

This report allows you to filter by Evaluation Submitted Time Period or Recorded Interaction Time Period.

  1. Click the app selector and select Reporting > Prebuilt Reports.

  2. Click the report name to open it.

  3. 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.

  4. Select the Teams you want to see the data for.

  5. Select the Form you want to see the data for.

  6. Click Run.

Example of Use

  • Get a complete look at evaluation questions and their details

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

    Gary runs the Evaluation Question Details report, selecting his team, and the relevant form.

    Once the report runs, he exports the data to an Excel for further analysis.

Overview

The report consists of a large grid that contains all raw question data for the teams and evaluation form selected to run the report. This includes answers and available answer options for questions, data regarding the evaluation, information about the different questions (critical, from the question bank, etc.) and agent information. Right-click in the grid for more actions.

Column Description
Master Contact Unique ID number given to the contact by the ACDClosed System that recognizes, routes, and connects contacts to available agents based on skill and priority.
Agent ID Unique ID of the agent who was being evaluated.
Agent Name Name of the agent who was being evaluated.
Answer Full answer that the agent/evaluator answered to the question.
Bank ID Unique ID of the question bank that the question is included in.
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.
Evaluation Start Date Date and time (in UTC) that the evaluator began the evaluation.
Evaluation Submission Date Date and time (in UTC) the evaluator submitted the evaluation.
Evaluator Name Name of the evaluator who performed the evaluation.
Failed Critical Question True or false depending on whether the agent failed the critical question.
Form ID Unique ID for the evaluation form that included the question.
Form Name Name of the evaluation form that included the question.
Form Version Version of the evaluation form used for this evaluation.
Interaction Date Date and time (in UTC) the evaluated interaction took place.
Interaction Duration Duration of the evaluated interaction.
Mandatory True or false depending on whether the question was a mandatory question that required an answer.
Max Score Maximum score the agent could have received from the evaluator for the question.
Options Column lists all of the available answers to a question that has multiple choices for an answer.
Question ID Unique ID of the specific question.
Question Number Number the question is on the evaluation form.
Question Title Text of the actual question.
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.
Scorable True or false, depending on whether the question could be scored.
Section ID Unique ID of the section that included the question.
Section Title Title of the section that included the question.
Segment ID ID of the interaction segment the evaluator was evaluating.
Team Name of the agent’s team.
Team ID Unique ID of the agent's team.
Workflow Type Whether the evaluation was done in the context of a regular evaluation, a calibration, or a self-assessment.
Workflow Instance ID Unique ID of the evaluation.