Evaluator Analysis Report

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

Required permissions: Report Viewer, Evaluator Analysis

Required Employee Settings: Can View BI Reports

The Evaluator Analysis report displays evaluator performance and evaluation progress within quality plans and evaluations. This page explains the widgets in the report and the data available in each.

The Evaluator Analysis report, showing three widgets that display evaluator data.

John Middleton is a quality manager at Classics, Inc. He wants to check on his evaluators and their progress in completing evaluations. He opens the Evaluator Analysis report, defines a time period, selects his team, and selects the quality plan. In the Evaluations by Quality Plan widget, he notices that more than half of evaluations are pending. He uses the Performance widget to identify which evaluators are struggling to complete their assignments.

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.
Plan: The quality plan as configured in Quality Planner.
Skill: The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge of the evaluated interaction.
Evaluator: The CXone QM evaluator.
Include On-the-Fly Evaluations: Select Yes to include on-the-fly evaluations. Select No to exclude them. On-the-fly evaluations occur when an evaluator selects a specific interaction to evaluate, or when an agent sends an interaction directly to an evaluator for evaluation.

Performance Widget

This widget displays the overall performance data for the evaluators you selected. It has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Learn about the columns in the Performance widget

Column	Description
Evaluator	First and last name of the evaluator. Click the value to see a detailed report for that evaluator.
Completed	Percentage of assigned evaluations they have completed.
Avg Score	Average score they have given on their evaluations. If scores are edited in the evaluations, the average score is updated in the report.
Appealed	Percentage of assigned evaluations that agents appealed.
Total Evaluations Completed	Total number of evaluations the evaluator has completed.
Replaced	Total number of interactions they requested a replacement for.
Expired	Total number of expired evaluations.

Comparison Widget

This widget compares the data for two evaluators. It shows the number of completed, pending, appealed, deleted, replaced, and expired evaluations.

Evaluations by Quality Plan Widget

This widget displays how many evaluations were appealed, completed, expired, pending, deleted, and replaced. The information is shown for each quality plan you selected when you ran the report. To see detailed information about a specific quality plan, click on the plan's bar in the bar graph on the left, and then click View Quality Plan Details.

Evaluation Details Widget

When you select an evaluator in the Performance widget, the Evaluation Details widget appears. This widget displays a breakdown of the evaluations the evaluator has performed. It has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Learn about the columns in the Evaluation Details widget

Column	Description
Level	Hierarchy the agent belongs to. The levels you select from the Hierarchy filter at the top of this widget appear as individual columns here. For example, if you select Level 01 and Level 02, columns for Level 01 and Level 02 appear in the report.
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.
Plan	Name of the plan, if applicable.
Form Name	Name of the form used for this evaluation.
Evaluation Subject	Possible values include: Segment: The evaluation is based on a CXone interaction. Employee: The evaluation is either based on a non-CXone interaction or is not interaction-related.
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.
Agent	Name of the agent who was evaluated.
Skill	Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the interaction.
Hierarchy	Hierarchy the agent belongs to.
Score	Evaluation score as a percentage. If the score is edited in the evaluation, it is updated in the report. Next to this value, you can click Play to listen to a recording of the evaluated interaction.
Interaction Date	Date (in UTC) the evaluated interaction took place.
Interaction Duration	Duration of the evaluated interaction. The duration is in the format HH:MM:SS.

Quality Plan Widget

When you click a bar in the Evaluations by Quality Plan widget and select View Quality Plan Details, the Quality Plan widget appears. This widget displays how many evaluations in the quality plan were completed, pending, appealed, deleted, replaced, and expired.

Trend Widget

When you select an evaluator in the Performance widget, the Trend widget appears. This widget displays how many evaluations the evaluator completed over time. You can view the data by month or by day.

The Trend widget also appears when you select a quality plan in the Evaluations by Quality Plan widget. This widget displays how many quality plan evaluations were completed over time. You can view the data by month or by day.