Evaluations By Section and Question

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

Required Role Permissions:Report Viewer, Evaluations By Section And Question Report

Required Employee Settings: Can View BI Reports

The Evaluations by Section and Question report displays data for agent evaluations, broken down by the sections and questions in a single evaluation form. You can use this information to identify evaluation trends in your organization.

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.

Here are a couple of examples for cases where the Evaluations by Section and Question report could give you useful insights into your organization.

James would like to prepare coaching packages for his team. He wants to create targeted coaching, so he runs the Evaluations by Section and Question report, selecting the teams and the evaluation form he wants to focus on.

Reviewing the Average Score by Section widget and the Section and Question Scores widget, he can identify where his team excelled and where they could use some assistance.

If he identifies a section with lower scores, he can filter on that area to drill down on specific questions to find where his agents can use the most help.

James can see that his agents are successfully handling customer interactions, but that they are having a little trouble cross-selling products. Based off this information, James can tailor a coaching package for his team.

Kevin is a new agent on Sophie's team. Sophie would like to see how Kevin is ramping up in his new job, and if he needs any special assistance. She runs the Evaluations by Section and Question report, selecting the team Kevin is on and the relevant evaluation form.

Sophie clicks on Kevin's name in the Agents widget and opens the agent page of the report, with Kevin's details. This page gives her a bird's eye view of how Kevin is doing. Reviewing the Detailed Score - Sections & Questions widget and the Question Details widget, Sophie can see that Kevin is doing well and doesn't require coaching.

Evaluations by Section and Question: Overview Page

The overview page in Evaluations by Section and Question displays data in 4 different widgets.

Each widget presents the evaluation section and question data from a different perspective.

This grid displays the average evaluation score for each team. Scores can be red (≤35%), black (36%-66%), or blue (≥67%).

This treemap displays the average score for each section of the evaluation forms. The legend on the right displays the different colors and their corresponding sections.

This grid displays the average evaluation score for each agent. Scores can be red (≤35%), black (36%-66%), or blue (≥67%).

Clicking on an agent in this widget will take you to a specialized report focusing on that agent's data.

Column Description
Answer The full answer that the agent or evaluator answered to the question.
Evaluated By Name of the evaluator.
Evaluation Date The date on which evaluation took place.
EvaluationType

Type of evaluation:

  • Evaluation

  • Self-assessment
Interaction Date The date on which the evaluated interaction took place.
Interaction Duration The duration of the evaluated interaction.

Score – Percentage

Evaluation score as a percentage.
Type Channel type of interaction.

This grid displays the average section and question score. Expand a section's row to view a breakdown of the questions in that section, as well as their average scores.

Evaluations by Section and Question: Agent Details Page

This section opens when you click on an agent in the Agents widget in the Overview page. The Agent Details page displays agent evaluation data in 3 different widgets. You can choose to view the data for all teams the agent is part of, or for a specific team.

Each of the 3 widget presents the evaluation section and question data for a specific agent from a different perspective.

This graph displays the average score for each section of the evaluation forms by month or day, depending on your selection. The legend on the right displays the different colors and their corresponding sections.

This grid displays the average section and question score. Expand a section's row to view a breakdown of the questions in that section, as well as their average scores.

This grid displays evaluation data for the specific agent, as well as basic interaction data. Clicking the Play button will play back the interaction and show the evaluation form.