QM Random Sampling
This dataset is available for accounts that have Quality Management (QM) enabled.
By clicking on the Create button in Talkdesk Explore™ reporting tool, users can access the complete dataset as described below, where every field can also be turned into a pivot or a filter.
This dataset updates during the night, after the Random Sampling rules have run.
Sampling Evaluations
| Desired Field | Example/Format | Type | Notes |
|---|---|---|---|
| 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 | Tom Agent | Text (string) | |
| Disposition ID | cef9c494b79dcdbea4a0094010470882 | Text (String) | ID of the disposition the call has, if any. |
| Disposition Name | Not Interested | Text (String) | Name of the disposition of the call, if any |
| Evaluation Created Date | 2021-09-13 9:32:31 | Time | Date when the evaluation was created |
| Evaluation Due Date | 2021-18-13 9:32:31 (currently not in use) | Time | Date of when the evaluation is due to be submitted |
| Evaluation ID | e928dhj57-2e5c-43a1-ab01-ccjasdh8ef4f0a | Text (string) | Unique evaluation ID. |
| Evaluator | Includes the “Name”, “e-mail”, and the Evaluator’s ID. < E,g: Name Surname ([email protected] )[60643r3de2aef33b6e396105] > | Text (string) | Name of the evaluator to whom the evaluation was assigned |
| Evaluator Email | [email protected] | Text (string) | E-mail of the evaluator to whom the evaluation was assigned |
| 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"). |
| Evaluation Status | To-do, Draft, Completed, etc. | Text (string) | Enumerated values representing the various statuses of evaluations as they progress through the evaluation process. |
| Evaluator Name | Amy the Evaluator | 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. |
| Form Version | 0 | Number | The version of the form used for the evaluation. |
| Interaction Date | 2021-09-13 9:32:31 | Time | Date and time when the interaction took place. |
| Interaction Duration | Number | Total duration of the call, in seconds | |
| 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. |
| Queue Names | Queues the call was part of. | Text (String) | List of queues/ring groups |
| Team ID | 585f9ab2786e4511980b195a7fb9d7ef | Text (string) | Unique team ID. Can be “null” if the person doesn’t belong to any teams. |
| Team Name | Amy's Team | Text (string) | Name of the team the evaluated person belongs to. It can be “null”. |
Random Sampling Rule Details
This group of data points represent a random sampling rule, the agents and evaluators involved and all the configurations.
Desired Field | Example/Format | Type | Notes |
|---|---|---|---|
Agent Emails | Text (String) | List of agent emails | |
Agent IDs | Text (String) | List of agent IDs | |
Agent Names | Text (String) | List of agent names | |
AI Distribution | true/false | Boolean | Was the distribution of AI Pending evaluation included in this rule |
AI Distribution Preference | Original/AI pending | Text (String) | Original means that first the system tries to distribute interactions that haven’t been evaluated. AI Pending means that first the system will try to pick incomplete AI evaluations and assign them to the evaluators, only after if still needed will pick other interactions. |
Calls Pickup Period | Previous week/Previous month/Current month/Last 30 days | Text (string) | Optional setting that defines the period from where the system will mainly try to obtain the interactions to distribute. |
Delete Incomplete Evaluations After | 22 | Number | The number of days after which the incomplete evaluations should be deleted. |
Description | Text (String) | Description of the rule as entered by the creator. | |
Due Date Configuration (not currently used) | Last day of month/Last Friday of month/Specific day | Text (String) | |
Due Date Specific Day (not currently used) | Number | Day of the month if Specific day is selected | |
Evaluations per Agent | 10 | Number | Number of evaluations the system should try to provide, per agent selected. |
Evaluations per Agent Period | Weekly/Monthly | Text (String) | Number of evaluations the system should try to provide, per agent selected, for the selected period (week/month). |
Evaluations Percentage per Agent | 20 | Number | % of evaluations the system should try to provide, per agent selected. |
Evaluator Emails | Text (String) | List of evaluator emails | |
Evaluator IDs | Text (String) | List of evaluator IDs | |
Evaluator Names | Text (String) | List of evaluator names | |
Goal | 30 evaluations per agent per week | Text (String) | The goal of the rule as seen on the Random Sample list page |
Last Updated At Date | 2021-09-13 9:32:31 | Time | Date of the last update |
Last Updated By | 5efcabe862c1f37280574dc5 | Text (String) | ID of the user that last updated the rule |
Max Duration | 7200 | Number | Optional. Maximum length of the calls to consider in the sampling, in seconds |
Min Duration | 60 | Number | Optional. Minimum length of the calls to consider in the sampling, in seconds |
Possible Evaluators Emails | Text (String) | List of evaluators emails that the system selected as potential and will try to distribute interactions to. | |
Possible Evaluators Ids | Text (String) | List of evaluators IDs that the system selected as potential and will try to distribute interactions to. | |
Possible Evaluators Names | Text (String) | List of evaluator names that are being considered and the system will try to distribute interactions to. | |
Queue Names | Text (String) | List of queues/ring groups to consider calls from for the sampling | |
Rule Name | Sales calls sampling | Text (String) | |
Team Ids | 585f9ab2786e4511980b195a7fb9d7ef | Text (String) | Optional. List of team IDs if the rule was configured using Teams. |
Team Names | Text (String) | Optional. List of team names if the rule was configured using Teams |
Updated 4 days ago