View source for 5.3:QM/Reports/ActualEvals

= Actual Evals =
The Actual Evals report provides non-aggregated score data, all questions, evaluation areas, and evaluation form scores for evaluations.


== How to Use This Report ==
# Set [[QM/Reports/ActualEvals#Report_Parameters |  parameters]], which narrow the report's data.<br /><br />
# Use the [[QM/Reports/ReportGenerationControls |  report generation controls]] to schedule, generate, customize, rename, and/or clone the report.<br /><br />
# Run the report and view [[QM/Reports/ActualEvals#Metric_Descriptions |  metrics]].


== Report Parameters ==
You can narrow the report's data by specifying the following parameters.

[[File:QM-Actual-Evals-Config-Clean.png|800px|thumb|center|Actual Evals report]]


=== Time frame ===
The specified time range for which the data will be generated on the report (i.e., Today, This week, Custom, etc.).

=== From/To ===
If the Custom timeframe is selected, From/To is the custom date range. From is the evaluation start date and time, and To is the evaluation stop date and time.

=== Timezone ===
Clicking the link shown allows you to designate the timezone settings for the report's timeframe.

=== Service/campaign ===
Filters report data according to the selected service(s) and/or campaign(s). If no service or campaign is selected, the report will include data for all services and campaigns.

=== Team ===
Filters report data according to the selected team(s). If no team is selected, the report will include data for all teams.

=== Evaluators ===
Filters report data according to specific evaluator(s) who evaluated the evaluation. If no evaluator is selected, the report will include data for all evaluators.

=== Supervisors in charge ===
Filters report data according to specific [[Contact-center-administrator-guide/UsersandTeams/Users#Supervisor_in_charge|supervisor(s) in charge]]. If no supervisor is selected, the report will include data for all supervisors.

=== Forms ===
Filters report data according to specific evaluation form(s). If no evaluation form is selected, the report will include data for all evaluation forms.

=== Agent ===
Filters report data according to specific agent(s) who were evaluated. If no agent is selected, the report will include data for all agents.

=== custom1 ===
Contents of [[Contact-center-administrator-guide/Custom/CustomReportingFields | custom reporting field 1]] of the [[Reporting-database-specification/call_detail | call detail record]] for the given interaction.

=== custom2 ===
Contents of [[Contact-center-administrator-guide/Custom/CustomReportingFields | custom reporting field 2]] of the [[Reporting-database-specification/call_detail | call detail record]] for the given interaction.

=== custom3 ===
Contents of [[Contact-center-administrator-guide/Custom/CustomReportingFields | custom reporting field 3]] of the [[Reporting-database-specification/call_detail | call detail record]] for the given interaction.

=== custom4 ===
Contents of [[Contact-center-administrator-guide/Custom/CustomReportingFields | custom reporting field 4]] of the [[Reporting-database-specification/call_detail | call detail record]] for the given interaction.

=== custom5 ===
Contents of [[Contact-center-administrator-guide/Custom/CustomReportingFields | custom reporting field 5]] of the [[Reporting-database-specification/call_detail | call detail record]] for the given interaction.

=== Agent rank ===
Filters report data according to specific agent rank(s), as defined in configuration.

=== Agent training classes ===
Filters report data according to specific [[Contact-center-administrator-guide/UsersandTeams/Users#Training_Class|training class(es)]] that the agent has taken. Tabulating agent scores by this parameter shows the effectiveness of the training class. If no agent training class is selected, the report will include all agent training classes.


== Metric Descriptions ==
The metrics of the Actual Evals report are organized into columns, which are described as follows:

=== Area ===
The [[QM/EvaluationForms/Areas#Evaluation_Areas |  evaluation area]] (e.g., “Professional behavior”).

=== Question ===
The [[QM/EvaluationForms/Questions |  evaluation question]] (e.g., “Agent immediately greets and introduces herself (himself)”).

=== Score ===
The evaluation score (e.g., “90” out of 100).

=== Answer ===
The evaluation answer (e.g., “No”).

=== Comment ===
Text comments for the given evaluation.