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 parameters, which narrow the report's data.
- Use the report generation controls to schedule, generate, customize, rename, and/or clone the report.
- Run the report and view metrics.
Report Parameters
You can narrow the report's data by specifying the following parameters.
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 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 custom reporting field 1 of the call detail record for the given interaction.
custom2
Contents of custom reporting field 2 of the call detail record for the given interaction.
custom3
Contents of custom reporting field 3 of the call detail record for the given interaction.
custom4
Contents of custom reporting field 4 of the call detail record for the given interaction.
custom5
Contents of custom reporting field 5 of the 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 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:
Form Score
The total evaluation score (e.g., “90” out of 100).
Area
The evaluation area (e.g., “Professional behavior”).
Question
The evaluation question (e.g., “Agent immediately greets and introduces herself (himself)”).
Score
The total score for the given evaluation area.
Answer
The evaluation answer (e.g., “No”).
Comment
Text comments for the given evaluation.
Score %
The percent of the given evaluation area's score, which includes area and question weight.
Failed
Indicates whether the evaluation was failed or not. If the evaluation was failed, the displayed value is "Y". If the evaluation was not failed, no value will be displayed.