Calibration Report

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

Required permissions: Report Viewer, Calibration

Required Employee Settings: Can View BI Reports

The Calibration report helps you to calibrate evaluation forms. During calibration, the evaluation form is sent to a number of users to evaluate. The Calibration report automatically tracks variance between evaluators and individual evaluator performance. You can run the report on different versions of the same evaluation form and see the change in variance between the versions.

The Calibration Report, showing columns for Evaluator Name or Form Name, Calibration Completed, Total Calibration, Calibration Score, and Average Variance.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

These filters appear when you first run the report. They also appear when you click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. in the top left of the report.

  • Time Period: The time range for the data in the report, such as Today, Yesterday, and Last 7 Days.

  • Form: The CXone Quality Management form. If the form name has a # at the end, it is deactivated. If it has an X, it was deleted.

  • Evaluator: The CXone QM evaluator.

These filters appear at the top of the report after you run it.

  • Report by: View the data by Form or Evaluator.

Data in this Report

The Calibration report has multiple columns that present data attributes and metrics. You can filter the data by:

  • Form—Quickly see the forms and questions that have very high variance between evaluator answers. To filter by form, select Form in the Report By field.

  • Evaluator—Identify evaluators who are consistently over- or under-evaluating evaluation forms and questions. This can help you determine which evaluators may need additional coaching to bring their scores in line with quality standards. To filter by evaluator, select Evaluator in the Report By field.

John Middleton is a quality manager for Classics, Inc. He wants to improve evaluator performance. He opens the Calibration report, defines a time period, selects the forms he wants to analyze, and selects his team. He selects Evaluator in the Report By field to filter by evaluator. He notices Lucy Steele, an evaluator, has high variance. He clicks Lucy's name to get more detail on the variance of the forms and questions Lucy has evaluated.

The table below provides a description for each column.

Column Description
Evaluator Name Name of the evaluator. Click the evaluator name to drill-down into specific information about that evaluator.
Form Name Name of the form. Click the form name to drill-down into specific information about that form.
Calibration Completed Number of calibrations completed.
Total Calibration Number of calibrations requested.
Calibration Score

Calibration score for the evaluator or form.

  • If calibration is based off an evaluation, the report displays the evaluation score.

  • If calibration is based off an interaction, the report displays the average calibration score across the evaluators.
Average Variance

Average variance across all the evaluators or forms. High variance indicates the question is being scored inconsistently by the evaluators.

An average variance of 0% doesn't necessarily mean there is no variance. It can mean that positive (easier) and negative (harder) scores have been evened out. For example, if there are two evaluators in the calibration and one scores 5% harder (-5%) and the other scores 5% easier (+5%), the average variance is 0%.
Column Description
Form Name Name of the form.
Section Section of the form.
Question Question in the form.
Calibration Score

Evaluator's calibration score for the question.

  • If calibration is based off an evaluation, the report displays the evaluation score.

  • If calibration is based off an interaction, the report displays the average calibration score across the evaluators.
Variance

Evaluator's variance for the question.

  • 0%—The evaluator scored the question the same as other evaluators.

  • Negative percentage: The evaluator gave a lower score for the question than other evaluators.

  • Positive percentage: The evaluator gave a higher score for the question than other evaluators.
Column Description
Section Section of the form.
Question Question in the form.
Calibration Score

Calibration score for the question.

  • If calibration is based off an evaluation, the report displays the evaluation score.

  • If calibration is based off an interaction, the report displays the average calibration score across the evaluators.
Variance

Variance for the question.