Evaluation Question Details

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

Required Role Permissions:Report Viewer, Evaluation Question Details Report

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 your organization.

The report consists of 1 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.

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.

Column Description
Agent ID The unique ID of the agent who was being evaluated.
Agent Name The name of the agent who was being evaluated.
Answer The full answer that the agent/evaluator answered to the question.
Bank ID The 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 The date that the evaluator began the evaluation.
Evaluation Submission Date The date the evaluator submitted the evaluation.
Evaluator Name The 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 The unique ID for the evaluation form that included the question.
Form Name The name of the evaluation form that included the question.
Form Version The version of the evaluation form used for this evaluation.
Interaction Day The date on which the evaluated interaction took place.
Interaction Duration The duration of the evaluated interaction.
Mandatory True or false depending on whether the question was a mandatory question that required an answer.
Max Score The maximum score the agent could have received from the evaluator for the question.
Options This column lists all of the available answers to a question that has multiple choices for an answer.
Question ID Each component in a form has it's own unique ID - this is the specific question ID.
Question Number What number the question is on the evaluation form.
Question Title The text of the actual question.
Question Type What 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 Each component in a form has it's own unique ID - this is the ID of the section that included the question.
Section Title The title of the section that included the question.
Segment ID The ID of the interaction segment the evaluator was evaluating.
Team The name of the agent’s team.
Team ID The 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.
WorkflowInstance ID The unique ID of the evaluation.

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.

He 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.