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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.

  4. Configure the General section.

    1. Enter the Report Name.

    2. Enter a Description.

    3. Select Next
      General

  5. Configure the Filters and Optional Fields in the Configure section.

    1. Select an evaluation Form to define the data scope (at least one form you must select).

    2. Select a Date or date range.

    3. Select a Timezone.

    4. Configure the required Filter.

      • Select +Add Filter to add Channel, Queue, Language, Agents, Agent Groups, Duration Status.

      • Set the corresponding values for the selected/added filters.

    5. Add Optional Fields to include additional metrics.

    6. Enter one or more recipient emails in Send Email to (minimum one required).

    7. Select Next.
      Configure

      Note

      Each scorecard determines eligibility for evaluation. Threshold configuration can evaluate an interaction for one scorecard and exclude it from another.

  6. Configure the Schedule section.

    1. Choose Run on Demand or Schedule.

      1. Run on Demand: To generate the report immediately.

      2. Schedule: To generate the report automatically.

    2. If you select Schedule:

    3. Choose a Frequency or Repeat (Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly).

    4. Select a Start Date and Timezone.

    5. Select Save.

      Note

      This report includes only evaluated interactions in all aggregated metrics. Interactions below the duration threshold are not included in any aggregated metrics.

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 Interactions Total Adhered Interactions Metric Adherence Percentage
Agent Blaming the customer 0 3 3 3 100
COMMON AU - GEN & DET 0 3 1 1 100
CU leave date and agent return question 0 3 1 1 100
STF CU agent responds 0 3 0 0 0
Speech Crosstalk 0 3 3 2 66.67

Note

This report includes only evaluated interactions in all aggregated metrics. Interactions below the duration threshold are not included in any aggregated metrics.

View and Download the Report

  1. On the Reports tab, locate the report in the Actions column.

  2. Select More options (⋮), then select History.

  3. Select Download to save the report as a CSV file.

Report Format

  • Format: CSV file

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