Question Data Report

The Question Data Report displays data for the questions and answers in evaluation forms.

You can use this report to identify trends in quality management in your organization. For example, you might notice that agents are failing to greet customers properly, based on the answers to the question, "Did the agent greet the customer?" You may decide that your agents need more coaching as a result.

You must have the Performance Monitoring permission enabled to view these reports.

To generate a Question Data Report:

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

3. Select the Question Data Report from the list.

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

5. Select Teams and then Employees from those teams. The report will collect question data only regarding the evaluations done for those specific employees.

6. Select which Forms you want to collect question data from. The report will display the questions from the forms you selected as well as the answers given to those questions by the employees you defined in the previous filter.

7.  Click Run Report.

   The results appear in a grid.

   The column filtering icon on the right lets you add or remove columns from the grid, based on your preferences.

   These are the columns that appear in the Question Data Report results:

   Column	Description
   Actual Score	The score the agent received from the evaluator for the question.
   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.
   Evaluation Total Score - Percentage	The final total score of the evaluation that included the question.
   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 Date	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 Score – Percentage	The total score of the section (in the evaluation) that included the question as a percentage.
   Section Title	The title of the section that included the question.
   Segment ID	The ID of the interaction segment the evaluator was evaluating.
   Team ID	The unique ID of the agent's team.
   Team Name	The name 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.

   Use the search bar to find specific results. You can search by employee to see the answers given to questions for or by a certain employee.

   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 pin specific filters to the top of the report, so you can always see them.

8. If you want to export 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.