Evaluator Analysis

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

Required Role Permissions:Report Viewer, Evaluator Analysis Report

Required Employee Settings: Can View BI Reports

The Evaluator Analysis report displays evaluator performance and evaluation progress within quality plans and for ad hoc evaluations. Its enhanced drilling and filtering capabilities let you pinpoint relevant data, gain actionable insights quickly and easily, and focus on performance.

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.

The following are examples of cases where the Evaluator Analysis report could give you useful insights into your organization.

David manages a team of evaluators. He wants to track their evaluation progress across all of the quality plans they are assigned to.

He opens the Evaluator Analysis report, defining the time period as the last 30 days, and selecting his team. He chooses all of the relevant quality plans and runs the report.

In the Evaluator Performance by Plan widget, David reviews how many evaluations each of his evaluators have completed in each plan, from the total assigned to them.

He can select any of the evaluators in the Overall Performance widget to view the evaluation trend for that evaluator, as well as a list of the interactions they evaluated.

Laura implemented a new quality plan last month and wants to make sure the plan is balanced and not overwhelming her evaluators.

She opens the Evaluator Analysis report, defining the time period as the last 30 days, and selecting her team. She chooses the new quality plan and runs the report.

In the Evaluations by Plan widget, she can see at a glance, that more than half of the assigned evaluations are still pending. When she checks the Overall Performance widget, Laura sees that all of the evaluators are struggling to complete their assigned evaluations, and understands that she needs to adjust the plan.

Evaluator Analysis: Overview Page

The Overview page in the Evaluator Analysis report displays data in 5 different widgets.

Each widget presents different perspectives and elements of evaluator data.

You can filter this page by day, plan, or evaluator to refine the information displayed in the report.

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

  • The percentage of evaluations they've completed from those assigned to them

  • The average score they've given on their evaluations

  • The percentage of evaluations disputed by agents

  • The total number of evaluations they completed

Clicking on any of the evaluators in this widget will take you to a specialized report focusing on that evaluator's data.

Column Description
Agent Name of the evaluated agent.
Form Name Name of the form used for this evaluation.
Interaction Date The date on which the evaluated interaction took place.
Interaction Duration The duration (HH:MM:SS) of the evaluated interaction.
Interaction Type

Interaction type for voice or digital channel, for example, phone call, chat, email, and so on.
Plan The name of quality plan used to initiate the evaluation.

Score – Percentage

Evaluation score as a percentage.
Submitted

Date when this evaluation was submitted.

This widget lets you compare the number of pending and completed evaluations between two evaluators. Each evaluator's data is displayed in a donut chart.

This bar chart displays the total number of completed evaluations each month or day, depending on your selection from the drop-down list in the widget.

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

You can open a specialized report from this widget which focuses on the evaluator and evaluation data for a single quality plan. Click on a section of the chart for a specific plan and select View Quality Plan Details.

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

  • The percentage of evaluations they've completed from those assigned to them

  • The average score they've given on their evaluations

  • The percentage of evaluations disputed by agents

  • The total number of evaluations they completed

Evaluator Analysis: Evaluator Details Page

This page opens when you click any of the evaluators in the Overall Performance widget in the Overview page. The Evaluator Details page displays evaluation data for a specific evaluator.

The evaluator's name and their average evaluation score are displayed at the top of the page. You can filter the data on the page by quality plan.

In addition, 2 widgets present additional evaluator data in different views.

You can filter this page by date range.

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 performed. You can see which form was used, when the evaluation was submitted, which agent was evaluated, and the agent's score. You can play the evaluated interaction from this widget, and see what type of interaction it was, when it occurred and how long it was.

Evaluator Analysis: Quality Plan Details Page

This page opens when you click View Quality Plan Details from within the tooltip in the Evaluations by Plan widget in the Overview page. The Quality Plan Details page displays evaluation data for a specific quality plan.

This page evaluation data in 2 widgets.

You can filter this page by date range and evaluator.

This donut chart displays how many of the evaluations in the quality plan were completed, and how many are still pending.

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