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Evaluation Form Summary Report

Summarizes evaluation metric adherence using selected forms, providing aggregated compliance statistics. This report focuses on metric-level performance across all interactions, highlighting adherence rates and fatal metric violations.

Generate Evaluation Form Summary Report

Steps to generate the Evaluation Form Summary Report:

  1. On the Reports tab, select New Report.

  2. From the Create New Report list, select the Evaluation Form Summary Report.
    Report Selection

  3. Select Next to proceed.

  4. Configure the General section.

    • Enter a unique identifier Name for the report.

    • Enter a meaningful Description explaining the report's purpose and intended audience.

    • Select Next to proceed.
      General

  5. Enter the Configure section fields and filters.

    • Select one evaluation form to determine data scope and applicable interactions. At least one form selection you must select.

    • Select a Date or date range from the dropdown, such as Current day, Previous day, Last 7 days, Last Week, Week to Date.

    • Select a Timezone (defaults to device local timezone) from the dropdown.

    • Configure the required Filter.

      • Select +Add Filter to configure additional filters.

        • Channel: Select communication channel (Chat, Voice).

        • Queue: Select one or more queues.

        • Language: Select languages assigned to the scorecard.

        • Agents: Select specific agents for tracking.

        • Agent Groups: Select a team or group of agents.

      • Set the values vs. the selected/added filters.

    • Add Optional Fields to include additional metrics or attributes.

    • Enter one or more addresses in the Send Email to field to send the automated reports (minimum one required).

    • Select Next to proceed.
      Configure

  6. To schedule report generation, select either Run on Demand and Schedule.

    • Select Run on Demand, and Select Save to generate the report immediately with the current configuration.
      Run on Demand

    • Select Schedule to set up automated recurring report generation.
      Schedule

  7. Choose a Frequency or Repeat (Hourly/Daily/Weekly/Monthly/Quarterly/Yearly).
    Repeat

  8. Select a Start Date to start the schedule.

  9. Select a Timezone (defaults to your device's local timezone).

  10. Select Instant Run to generate the report immediately.

  11. Select Save to confirm and activate the schedule.
    Save

  12. The saved report appears in the Reports > My Reports dashboard.
    My Reports

  13. Enable scheduling by switching on the Schedule toggle.

  14. Select Bulk Run to generate the report immediately.

Report Fields

Metric Adherence Summary Report

This report summarizes adherence results for evaluation metrics across selected forms. It aggregates metric-level performance for all evaluated interactions, including total applicability, adherence counts, adherence percentages, and identification of fatal metrics.

Metric Names Is Fatal Total Interactions Total Applicable Total Adhered Metric Adherence Percent
AI Agent Metric Check 0 13 13 0 0.00%
Agent Blaming Customer 0 13 13 0 0.00%
Agent Rude 0 13 13 0 0.00%
COMMON AU – GEN & DET 0 13 13 2 15.38%

View and Download the Report

Steps to view and download a report:

  1. On the Reports tab, navigate to the Actions column.

  2. Select the vertical Ellipsis button.

  3. Select History to view all generated reports.

  4. Select Download to save the required reports in CSV format.

Report Format

  • Format: CSV file

  • File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
    Reports Access