• 5.19 • 5.3 • 5.8

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 Email Voice	"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: ASSIGNED CONFIRMED DISPUTED NONE REOPENED REVIEWED SAVED SCHEDULED SUBMITTED	"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: Calibration Evaluation	"Evaluation"

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