QM Evaluation Analysis

Agent

Includes the “Name”, “e-mail”, and the agent’s ID. < E,g: Name Surname ([email protected])[60643r3de2aef33b6e396105] >

Text (string)

Agent Email

[email protected]

Text (string)

Agent ID

349485789f228e60070f9d28

Text (string)

Unique agent ID.

Agent Name

Agent name.

Text (string)

Branch To

When an answer has a branching option configured, the destination of the branching will be identified here.

Evaluation Date/Time

2021-09-13 9:32:31

Time

Date when the evaluation was submitted.

Evaluation Element Text

The content of the free text answer type.

Text (string)

Same information as the “Question-answer”, but only for the “Text question” type of question.

Evaluation ID

e928dhj57-2e5c-43a1-ab01-ccjasdh8ef4f0a

Text (string)

Unique evaluation ID.

Evaluation Max Score

100

Number

Maximum score possible for this evaluation.

Evaluation Obtained Score

80

Number

Score obtained by the agent.

Evaluation Version

2

Number

This number will indicate the version of the evaluation. “0” means it’s the original version, and has never been edited before. A different number means this evaluation has been edited “X” number of times.

Evaluator ID

8475gh29j48afe45634a522f

Text (string)

Unique ID” of the evaluator that performed the evaluation (if the evaluation is performed by the AI, it will be "AI Scored Evaluation").

Evaluator Name

Text (string)

Name of the evaluator that performed the evaluation (If performed by the AI, this field will be empty until it is edited by an evaluator, and then, their name will be registered here).

Form ID

93uejd8345h62854f801762e192416000a

Text (string)

Unique ID of the form used for the evaluation.

Form Name

AI Demo Form 3.0

Text (string)

Name of the form used for the evaluation.

Interaction ID

“Unique ID” of the interaction used for this evaluation. It can be “empty” if the evaluation was made outside the platform).

Text (string)

Unique ID for the interaction the evaluation is based on.

Interaction Reference

URL, Text

Text (string)

Reference added to ad-hoc evaluations. It can be “null” if the field was left empty or the evaluation is of an interaction.

Header ID

2d0ef6fb-fdc3-4838-a2ff-23240eb9b353

Text (string)

Unique identifier for a header section.

Header Text

“Additional call information”

Text (string)

Text input added as identification of the header (the “Header” title).

Option Text

Text (string)

Text of the selected option to the answer.

Question Answer

Text (string)

Text of the selected answer to the question.

Question ID

8af2b55d8027456e018046a1a57f49d8

Number

Unique question ID.

Question Max Score

30

Number

Maximum possible score for the question.

Question Obtained Score

20

Text (string)

Obtained score for the question.

Question Text

Text (string)

Question text that is part of the form.

Question Type

-“MultipleChoiceQuestion”-“TextQuestion”
-“DropdownSingleChoice”
-“CheckBoxQuestion”

Text (string)

One of the types of questions available on the form builder.

Ring Group ID’s (Deprecated)

Text (string)

Text (string)

This field is no longer being used.

Ring Group Names

Text (string)

List of the ring group or queue names the interaction belongs to.

Ring Group Names (Deprecated)

Text (string)

This field is no longer being used.

Section ID

List of the ring group or queue names the interaction belongs to.

Text (string)

Unique form section ID.

Section Name

Text (string)

Name/title given to the section.

Section Max Score

50

Number

Maximum possible section score.

Section Obtained Score

45

Number

Attained section score.

Team ID

585f9ab2786e4511980b195a7fb9d7ef

Text (string)

Unique team ID. Can be “null” if the person doesn’t belong to any teams.

Team Name

Text (string)

Name of the team the evaluated person belongs to. It can be “null”.

First Evaluated On

2021-09-13 9:32:31

Time

Date and time when the first version of the evaluation occurred.

% Distinct Evaluation Score

Gives the average performance across all evaluations as a whole, treating them as one big evaluation. It shows how well the agent did overall in all the evaluations combined.

As an example, let's assume the four evaluations:

• Evaluation 1: Obtained score = 80, Maximum score = 100 (Percentage score = 80%)
• Evaluation 2: Obtained score = 40, Maximum score = 50 (Percentage score = 80%) - Evaluation 3: Obtained score = 60, Maximum score = 80 (Percentage score = 75%)
• Evaluation 4: Obtained score = 90, Maximum score = 100 (Percentage score = 90%)The "Distinct % Evaluation Score" would be: (80 + 40 + 60 + 90) / (100 + 50 + 80 + 100) = 270 / 330 ≈ 0.8181 or 81.81%

Percentage

Evaluation

AVG % Evaluation Score

Gives the average performance score for each evaluation separately, and then it calculates the overall average of these individual percentages. It helps understand how well the agent performed on average in each evaluation category, and then it gives the average of those category averages.

As an example, let's assume the four evaluations:

• Evaluation 1: Obtained score = 80, Maximum score = 100 (Percentage score = 80%)
• Evaluation 2: Obtained score = 40, Maximum score = 50 (Percentage score = 80%) - Evaluation 3: Obtained score = 60, Maximum score = 80 (Percentage score = 75%)
• Evaluation 4: Obtained score = 90, Maximum score = 100 (Percentage score = 90%)The "AVG % Evaluation Score" would be: (80% + 80% + 75% + 90%) / 4 = 325% / 4 = 81.25%

Percentage

Evaluation

Agent Pass Rate Evaluation

The % of individual agents that have been evaluated above the 80% threshold. This threshold in currently not editable.

Count DISTINCT gents with a Pass Rate of (80% or more) divided by the total of Agents. (the result can be interpreted as a percentage)

Percentage

Agent Evaluation

Count Distinct Evaluation ID

Distinct Submitted Evaluation Count - Distinct count of submitted evaluations

Count Distinct Evaluation ID

Count

Evaluation

Max % Evaluation

Highest Evaluation Score (in %) - The highest score

MAX score = (evaluation_obtained_score / evaluation_max_score)

Percentage

Evaluation

Min % Evaluation

Lowest Evaluation Score (in %) - - The lowest score obtained among all evaluations

MIN score = (evaluation_obtained_score / evaluation_max_score)

Percentage

Evaluation