Evaluations By Section and Question Report

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

Required permissions: Report Viewer, Evaluations By Section And Question

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.

The Evaluations by Section and Question report, with four widgets that show score data for evaluations.

Working with Business Intelligence (BI) reports

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:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
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-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
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.
When you are finished changing the report parameters, click Run.

Learn about the filters in the prompt of this report

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 type of time period. Select one of these options:
- Evaluation Start Time Period: When evaluations started.
- Evaluation Submitted Time Period: When evaluations were submitted.
- Recorded Interaction Time Period: When interactions occurred.
After you click Run at the bottom of the Prompt, you choose a value for the time period, such as Today, Yesterday, and Last 7 Days. For example, if you select Evaluation Start Time Period, then specify a value of Yesterday, the report will display data for the evaluations that started yesterday.
Hierarchy: The hierarchy of users. Using this filter may increase the amount of time it takes to run the report.
Group: The group of users. Using this filter may increase the amount of time it takes to run the report.
Team: The team of users.
Skill: The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge of the evaluated interaction.
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.
Form Version: The version of the CXone QM form.

Average Score by Team Widget

The Average Score by Team widget displays the average evaluation score for each team in a bar graph. Scores are shown as percentages.

Average Score by Section Widget

The Average Score by Section widget displays the average score for each section of the evaluation forms. The legend on the right displays the different colors and their corresponding score ranges.

Average Score by Agent Widget

This table displays the average evaluation score for each agent. Scores are shown as percentages. Clicking on an agent in this table will take you to a specialized report focusing on that agent's data. This includes the Question Details widget.

Section and Question Scores Widget

This table 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.

Question Details Widget

When you select an agent in the Average Score by Agent widget, the Question Details widget appears. It displays evaluation data for the specific agent, as well as basic interaction data. Clicking Play Icon of a triangle inside a circle. will play back the interaction and show the evaluation form.

Learn about the columns in the Question Details widget

Column	Description
Channel Type	Channel for the interaction, such as voice, email, or chat.
Master Contact	Unique ID number given to the contact by the ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority. This is also called the Master Contact ID or ACD Contact ID.
Contact Number	Unique ID number of the evaluated interaction. This is also called the Contact ID.
Workflow Type	Type of evaluation workflow: Evaluation Self-assessment Collaborative
Evaluation Submitted Date	Date and time (in UTC) the evaluator submitted the evaluation.
Evaluation Start Date	Date and time (in UTC) that the evaluator began the evaluation.
Evaluated By	Evaluator who performed the evaluation.
Group	Group the agent belongs to.
Skill	Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the interaction.
Interaction Date	Date (in UTC) the evaluated interaction took place.
Interaction Duration	Duration of the evaluated interaction.
Question	Text of the actual question.
Answer	The agent's answer for the question.
Score	The score the evaluator gave the agent for the question.