Quality Management Report

The QM default report is a subset of the data fields collected during an evaluation. These will allow the user to create the reports needed by extracting the data using the API, even without access to the “Create” report feature.

These are the available filters in the QM Evaluation Analysis default report:

  • Date
  • Agent Name
  • Evaluator Name
  • Form Name
  • Ring Group Names
  • Team Name

The following fields are available in this report and for extraction:

Field Name

Example/format

Notes

Agent

Tom Agent ([email protected]) [349485789f228e60070f9d28]

Agent ID

349485789f228e60070f9d28

Unique agent ID.

Agent Name

Tom Agent

Agent Email

[email protected]

Team Name

Evaluator ID

8475gh29j48afe45634a522f

Unique evaluator ID.

Evaluation Version

Numeric

This number indicates the version of the evaluation. Zero means it’s the original version, and never edited before.

Evaluator Name

User that performed the evaluation.

Ring Group Names

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

Evaluation ID

e928dhj57-2e5c-43a1-ab01-ccjasdh8ef4f0a

Unique evaluation ID.

Evaluation Obtained Score

Numeric

Achieved score.

Evaluation Max Score

Numeric

Maximum score possible for this evaluation.

Form ID

93uejd8345h62854f801762e192416000a

Unique ID of the form used for the evaluation.

Form Name

AI Form 3.0

Section ID

8af2b55d8027456e018046a1a57f49dd

Unique section ID. It can be “null” when the section is the “Header”.

Section Name

Name/title given to the section.

Section Obtained Score

Achieved score for the section.

Section Max Score

Maximum possible score for the section.

Question ID

8af2b55d8027456e018046a1a57f49d8

Unique question ID.

Question Type

  • “MultipleChoiceQuestion”
  • “TextQuestion”
  • “DropdownSingleChoice”
  • “CheckBoxQuestion”

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

Question Text

Text of the question. This is the text written when creating the form.

Question Answer

The text of the answer given to the question.

Question Obtained Score

Score that was obtained in the evaluation of the question.

Question Max Score

Maximum score possible for the question.

Evaluation Time

2021-09-13 9:32:31

Date/Time when the evaluation was performed/edited last.

First Evaluated on

2021-09-13 9:32:31

Date and time when the first version of the evaluation occurred. It can be “null” if there is only one version of the evaluation.

Interaction ID

61538ffff53e4c001bab3778

Unique interaction ID. This is the interaction being evaluated.

Interaction Reference

URL, Text

Reference added to ad-hoc evaluations. Can be “null” if the field was left empty or the evaluation was initiated from an interaction.

Header ID

2d0ef6fb-fdc3-4838-a2ff-23240eb9b353

Unique identifier for a header section.

Header Text

“Additional call information”

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

Branch to

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

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Note

For further information regarding these fields, please check this link.