Evaluation Question and Answer Details

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

Required Role Permissions:Report Viewer, Evaluation Question and Answer Details Report

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.

The report consists of one 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.

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.

To generate an Evaluation Question and Answer Details Report:

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

3. Select the Evaluation Question and Answer Details from the list.

4. In the report window define the time period. The report will run on data from the selected time frame.

5. In the Team list, select the teams for which you want to see the form details.

6. From the Form drop-down list, select the forms you want to collect data from.

7. Click Run Report. You are prompted to select the form version.

8. In the Form Version drop-down list, select the version of the form from which the details to be fetched and click Run Report. By default, the latest form version is selected. The results appear in a grid.

   These are the columns that appear in the Evaluations Question and Answer Details Report results:

   Column	Description
   Agent	The 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
   Interaction Day	The date on which the evaluated interaction took place.
   Interaction Duration	The duration of the evaluated interaction.
   Interaction ID	The unique ID of the interaction.
   Score - Percentage	Evaluation score as percentage.
   Section/Questions	Displays sections and questions included in the evaluation form.
   Type	Type of evaluation, for example: Evaluation Self-Assessment
   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.

   Use the search bar to find specific results.

   When the report first runs and displays info, the filters are collapsed. Clicking More Filters lets you see all the available filters, and you can choose to pin specific filters to the top of the report, so you can always see them. 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.

9. If you want to export the report data to a CSV/Excel file, click Settings at the top right and select the export option you want.

   The report will be exported and downloaded to your computer.