Evaluator Analysis Report

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 Start 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 Start Time Period—When the evaluations started.

   • 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.

This grid displays the overall performance data for the evaluators you selected. For each evaluator you can see:

• The percentage of evaluations they have completed from those assigned to them.

• The average score they have given on their evaluations.

• The percentage of their evaluations disputed by agents.

• The total number of evaluations they completed.

• The total number of interactions they requested a replacement for.

Click an evaluator in this widget to see a detailed report for that evaluator.

This widget compares the data for two evaluators. It shows the number of completed, pending, disputed, deleted, and replaced evaluations for each evaluator. The widget shows the data for each evaluator in a doughnut chart.

This bar chart displays the total number of completed evaluations. You can choose to display the number by month or by day using the drop-down list in the widget.

This horizontal bar chart displays how many evaluations were completed, pending, deleted, and disputed. The information is shown for each quality plan you selected when you ran the report.

You can open a detailed report that shows the evaluator and evaluation data for a single quality plan. Click the horizontal bar for the plan and click View Quality Plan Details.

This grid displays overall performance data for evaluators by quality plan. Expand a plan to view the evaluators assigned to the plan. For each evaluator, you can see:

• The percentage of evaluations they have completed from those assigned to them.

• The average score they have given on their evaluations.

• The percentage of evaluations disputed by agents.

• The total number of evaluations they completed.

This line chart displays how many evaluations the evaluator completed over time. You can view the trend by month or by day.

This grid displays a breakdown of the evaluations the evaluator has performed. The details include:

• The form that was used.

• When the evaluation was submitted.

• The agent that was evaluated.

• The agent's score.

• The type of interaction.

• When the interaction occurred.

• The duration of the interaction.

You can also play the evaluated interaction.

This donut chart displays how many evaluations in the quality plan were completed, pending, disputed, and deleted.

This line chart displays how many quality plan evaluations were completed over time. You can view the trend by month or by day.