From Bright Pattern Documentation
evaluation_results
The evaluation_results table contains metrics that describe the results, scores, and data associated with evaluation forms.
Note that some of the metrics given are specific to Bright Pattern Omni QM and they are accessible only if your service provider has enabled Omni QM for your contact center.
Description of Data
The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the evaluation_results table.
| Column Name | Data Type | Character Maximum Length | Description | Example |
| AGENT_COMMENT | LONGTEXT | 4,294,967,295 | Text comment written by the agent on the evaluation form | "I feel I did greet the customer in the expected way and to the best of my ability given the customer kept interrupting me." |
| AGENT_FIRST_NAME | VARCHAR | 255 | First name of the agent being evaluated | "Beverly" |
| AGENT_LAST_NAME | VARCHAR | 255 | Last name of the agent being evaluated | "Crusher" |
| AGENT_ID | VARCHAR | 255 | Agent identifier as defined in configuration | "beverly.crusher" |
| AGENT_RANK | VARCHAR | 255 | Agent rank | "Super" |
| AGENT_TRAINER_FIRST_NAME | VARCHAR | 255 | First name of the supervisor in charge (i.e., if one is assigned to an agent at the time that the agent handles an interaction) | "Christie" |
| AGENT_TRAINER_LAST_NAME | VARCHAR | 255 | Last name of the supervisor in charge (i.e., if one is assigned to an agent at the time that the agent handles an interaction) | "Borden" |
| AGENT_TRAINER_LOGIN_ID | VARCHAR | 255 | Assigned supervisor login ID | "user.id" |
| AGENT_TRAINING_CLASS | VARCHAR | 255 | ID of the training class that the agent was assigned to at the time of interaction processing | "Example Class" |
| BOOKMARK | BIT | - | A"1" (bookmarked) or "0" (not bookmarked) to indicate whether the evaluation form was bookmarked in QM Eval Home | "1" |
| CD_CUSTOM1 | VARCHAR | 255 | Custom reporting field taken from the call_detail table to simplify report generation | "custom_field1" |
| CD_CUSTOM2 | VARCHAR | 255 | Custom reporting field taken from the call_detail table to simplify report generation | "custom_field2" |
| CD_CUSTOM3 | VARCHAR | 255 | Custom reporting field taken from the call_detail table to simplify report generation | "custom_field3" |
| CD_CUSTOM4 | VARCHAR | 255 | Custom reporting field taken from the call_detail table to simplify report generation | "custom_field4" |
| CD_CUSTOM5 | VARCHAR | 255 | Custom reporting field taken from the call_detail table to simplify report generation | "custom_field5" |
| CD_DURATION | BIGINT | 20 | The duration taken from the call_detail table to simplify report generation. The duration is given in seconds. | 120 |
| CDR_ID | BINARY | 16 | Identifier of the call detail record (CDR) | "365CBF1821944FBAB50957407ADF24E7" |
| CD_START_TIME | DATETIME | - | The start time, taken from the call_detail table to simplify report generation. Time is given in Universal Coordinated Time (UTC). | "2019-05-23 20:19:52.0" |
| CONFIRMED_BY | VARCHAR | 255 | Identifier of the quality evaluator who confirmed the evaluation form | "fatima.ali" |
| CONFIRMED_ON | DATETIME | - | Start time for when the evaluation form was confirmed. Time is given in Universal Coordinated Time (UTC). | "2019-05-23 20:19:52.0" |
| EVALUATION_TIME | DATETIME | - | Evaluation time of the review activity. Time is given in Universal Coordinated Time (UTC). | "2019-04-15 20:57:26.0" |
| EVALUATOR_COMMENT | LONGTEXT | 4,294,967,295 | Text comment written by the quality evaluator on the evaluation form | "Needs to revisit policy holder information." |
| EVALUATOR_FIRST_NAME | VARCHAR | 255 | First name of the quality evaluator | "Michael" |
| EVALUATOR_LAST_NAME | VARCHAR | 255 | Last name of the quality evaluator | "Carter" |
| FORM_FAILED | BIT | - | A score of zero ("0"). Evaluation areas may be weighted. When the evaluator is evaluating a given interaction and determines an agent has failed a given evaluation area, the evaluation area is considered failed, which is indicated by zero ("0"). | "0" |
| FORM_ID | VARCHAR | 255 | Evaluation form identifier. A new identifier is assigned to each new evaluation form. | DFAEC67D-8655-413E-8D9B-6450EC5F34A6" |
| FORM_NAME | VARCHAR | 255 | Name of the evaluation form | "Default QM Chat Form" |
| FORM_SCORE | INT | - | The score assigned by the quality evaluator for the given form | "79" (i.e., out of 100) |
| GLOBAL_INTERACTION_ID | BINARY | 16 | Global interaction identifier | "3C701D62169C47489400087AC6DBBD90" |
| ID | BINARY | 16 | Primary key | "12FB3B1F4CD04e0F988269B283068AB1" |
| INTERACTION_ID | BINARY | 16 | Interaction identifier | "18BD370C89B14B0C9C2E886D5848F889" |
| LAYOUT | LONGTEXT | 4,294,967,295 | Saved layout of the evaluation form in JSON array | ""{""id"":1547841803,""title"":""Chat QM Form"",""score"":""100"",...}"" |
| LOGIN_ID | VARCHAR | 255 | Quality evaluator’s login as defined in configuration | "beverly.crusher" |
| MEDIA_TYPE | ENUM | 9 | Interaction media type.
Possible media types include:
|
"Chat" |
| REVIEW_TIME | DATETIME | - | Start time of the review activity. Time is given in Universal Coordinated Time (UTC). | "2019-05-23 20:54:07.0" |
| SERVICE_NAME | VARCHAR | 255 | Name of the service that received the interaction | "Customer Service Chat" |
| STATUS | ENUM | 9 | Evaluation form status.
Possible statuses include:
|
"DISPUTED" |
| SUPERVISOR_FIRST_NAME | VARCHAR | 255 | First name of the supervisor assigned to supervise the agent being evaluated | "Michael" |
| SUPERVISOR_LAST_NAME | VARCHAR | 255 | Last name of the supervisor assigned to supervise the agent being evaluated | "Carter" |
| TEAM_ID | VARCHAR | 255 | Team of the agent being evaluated | "4EB73818-B616-4CE2-9A7E-8CD6C5F21DD6" |
| TEAM_NAME | VARCHAR | 255 | Name of the team of the agent being evaluated | "Customer Service" |
| TYPE | ENUM | 11 | Type of evaluation result.
Possible types include:
|
"Evaluation" |