Evaluation Details

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

Required Role Permissions:Report Viewer, Evaluation Details Report

Required Employee Settings: Can View BI Reports

The Evaluation Details report displays data for all types of evaluations (agent evaluations, calibrations, self-assessments), as well as the associated interaction data. It's a great way to access information quickly, and gain insights about evaluations.

The report consists of 1 large grid that contains all raw evaluation data for the teams and evaluation forms selected to run the report. Right click in the grid for more actions.

This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.

You can access this report from Reporting > Prebuilt Reports. Select the report from the list, define the report parameters, and click Run Report.

You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

These are the columns that appear in the Evaluation Details Report results:

Column	Description
Agent	The name of the agent who was being evaluated.
Agent ID	Unique ID of the agent.
Assigned By	Name of the user who assigned the evaluation, self-assessment, or calibration.
Auto Acknowledged	Possible values are: TRUE—If the agent did not acknowledge the evaluation, it was automatically acknowledged. FALSE—If agent acknowledged the evaluation. Empty value—In cases of self-assessment, no acknowledgment is necessary.
Average Score	A percentage score for the overall evaluation of an interaction.
Display Status	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.
Dispute Resolver Comments	The comments entered by the user (manager/evaluator) while closing the dispute.
Evaluation Flow Trigger	Event that started the evaluation: Manual Trigger Search Quality Plan Calibration Evaluation
Evaluator	Name of the evaluator.
Failed Critical Question	If the value is true, the user failed a critical question and the evaluation form score is set to zero. If the value is false, the user answered the question correctly.
Form Name	The name of the form used for this evaluation.
Form Version	The version of the evaluation form used for this evaluation.
Interaction Channel	Different voice and digital channels used for interaction, for example, phone call, email, chat, and so on.
Interaction Day	The date on which the evaluated interaction took place.
Interaction Direction	Direction of interaction: Inbound Outbound
Interaction Duration	The duration of the evaluated interaction.
Interaction ID	The unique ID of the evaluated interaction.
Last Updated	Timestamp (in UTC) when this evaluation was last modified.
Maximum Possible Score	The highest score possible for all questions in the evaluation form.
Parent ID	The workflowinstance ID of the collaborative evaluation which is associated with the child evaluation and self-assessment workflows.
Plan Name	The name of the quality plan used to initiate this evaluation.
Rank	Custom range of values set by the user to define the form rank.
Reason	Reason for deletion or replacement of the evaluation task.
Score	Evaluation score.
Segment ID	The ID of the interaction segment the evaluator was evaluating.
Start Date	Date when this evaluation started.
Submitted	Date when this evaluation was submitted.
Team	Agent's team name.
Team ID	The unique identifier of the agent's team.
Type	Type of evaluation: Evaluation Self-assessment Collaborative
User Review Comments	The comments entered by the user (agent) while disputing the evaluation.
Workflow State	State of workflow: Open Closed Timed-Out
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.
WorkflowInstance ID	The unique ID of the evaluation.

Learn more about the display and workflow status mapping:

WorKFlow status	display status	description
Claimed	New	The state of the evaluation when evaluator receives an interaction for quality assessment.
Sent to Agent	New	The state of the evaluation when evaluator submits evaluation and it is sent to the agent for acknowledgment.
Dispute	Challenged	The state of the evaluation when the agent has raised dispute.
In Progress	Draft	The state of the evaluation when the evaluator is working on the assessment and saved the answers but not completed yet.
In Review	Challenged	The state of the evaluation when an agent raises dispute for the evaluation and it is sent to the evaluator and the evaluator is working on the dispute (saved as draft).
Completed No Review	Completed	The state of the evaluation when the evaluator completes assessment and no agent review is required.
Completed	Completed	The state of the evaluation when the evaluator has completed assessment and it is sent to the agent for optional review.
Completed Acknowledged	Completed	The state of the evaluation when evaluator has completed assessment and it is sent to the agent for mandatory review and the agent has acknowledged an evaluation.
Completed Reviewed	Completed Reviewed	The state of the evaluation when evaluator completes assessment of an evaluation for which agent had raised dispute.
Expired	Expired	The state of the evaluation when the evaluator does not complete assessment of interaction within allowed time period (60 days).
Auto-acknowledged	Auto-acknowledged	The state of the evaluation when the agent does not acknowledge the assessment performed by an evaluator within allowed time period (60 days).
New Self Assessment	New	When the agent receives an interaction for self-assessment
In Progress Self Assessment	Draft	When the agent is performing self-assessment of an interaction and has saved answers but not completed yet.
Completed Self Assessment	Completed	When the agent has completed self-assessment of an interaction assigned.
Expired Self Assessment	Expired	When the agent does not complete self-assessment of an interaction assigned within given time.
Awaiting Submission	New	The state of evaluation when evaluator receives an interaction for quality assessment.
Waiting for Agent	Waiting for agent	The state of collaborative evaluation when evaluator has completed but the agent is yet to complete the evaluation.
Waiting for Evaluator	Waiting for evaluator	The state of collaborative evaluation when agent has completed but the evaluator is yet to complete the evaluation.
Completed	Completed	The state of collaborative evaluation when both agent and evaluator have completed.
Partially Completed	Partially completed	The state of collaborative evaluation when either Agent or Evaluator completes the evaluation or self-assessment but not both and the task expires for one of them who did not complete.
Expired	Expired	The state of collaborative evaluation when both agent and evaluator do not complete the self assessment and evaluation within allowed time frame (60 days).
Deleted	Deleted	A new evaluation which is deleted by the user.
Replaced	NA	A new evaluation which is replaced by the user.
Deleted - Submitted	Deleted	A submitted evaluation which is deleted by the user.
Deleted - Expired	Deleted	An expired evaluation which is deleted by the user.
Deleted - Completed Acknowledged	Deleted	An acknowledged evaluation which is deleted by the user.
Deleted - Completed No Review	Deleted	A completed evaluation, requiring no review from the agent which is deleted by the user.
Deleted - Completed	Deleted	A completed evaluation which is deleted by the user.
Reviewed Deleted - Completed	Deleted	A deletion of an evaluation which was disputed by agent, reviewed by evaluator and completed.