Agent Scored Evaluation

The Agent Scored Evaluation report displays the details of all evaluations scored for a specific user during a defined time period, including the scores given on each evaluation question, the score for each section, the overall score, and any added comments. The report can be run for one form or for all percentage-based or point-based forms.

You can use this report to print out a hard copy of an individual evaluation result.

NOTE   

If an evaluation score has a repetitive decimal, Calabrio ONE will round the value at the number of significant digits you have specified for reports. At 14 decimal places and below, the last decimal is rounded. At 15 decimals, the last two decimals are rounded.

For example, for 14 decimals, a repeating value appears as 66.66666666666667. For 15 decimals, a repeating value appears as 66.666666666666671.

This report is only available for roles in which the “View Evaluation Details” permission is selected.

Fields in this report

Field

Definition

Call Duration

The contact’s talk time (amount of time between call answered and call dropped).

Called Number

The DID (Direct Inward Dialing) or DNIS (Dialed Number Identification Service) number of the phone that received the call. Displays “unknown” if the called number is unlisted or blocked.

Calling Number

The Caller ID or ANI (Automatic Number Identification) of the calling party. Displays “unknown” if the calling number is unlisted or blocked.

Comment

The comment related to a form or section. Anyone who can view the evaluation can add a comment.

Comment Date

The date when the comment was entered on the evaluation.

Comment Time

The time when the comment was entered on the evaluation.

Comment Time Zone

The time zone where the comment was entered.

Contact ID

The conversation’s unique ID.

Contact Time

The time when the contact occurred.

End

The end of the day or interval, or the end of the period covered by the report.

Eval Date

The date the contact was evaluated. This value appears on requested reports if the View Evaluator Detail permission is selected. If it is not selected, the value 12/31/2999 is displayed. On scheduled reports, this value is always displayed.

Eval Form

The evaluation form used to score the contact.

Eval Time

The time when the contact was evaluated. Available on requested reports if the View Evaluator Detail permission is selected. If the View Evaluator Detail permission is not selected, the value 12:00 AM is displayed. This value is always available on scheduled reports.

Eval Time Zone

The time zone in which the contact was evaluated. Only available on requested reports if the View Evaluator Details permission is enabled. If the permission is not enabled, the value ##### is displayed. This value is always displayed on scheduled reports.

First Name

The evaluator’s first name. The evaluator’s first name value only appears when the View Evaluator Detail permission is selected.

Form Comments

The comments for a form. Anyone who can view the evaluation can add a comment.

KPI

Key Performance Indicator.

Last Name

The evaluator’s last name. The evaluator’s last name value only appears when the View Evaluator Detail permission is selected.

Possible

The total possible score.

Possible Score

The actual question that appears in the evaluation form.

Question

The text of the question that appears in the evaluation form.

Score

The evaluation score given to the contact.

Section

The name of the section in the evaluation form.

Section Total

The total score for the section.

Total Evaluations

The total number of evaluations performed using the specified evaluation form during the specified time period.

Weight (%)

A percentage applied to a section or question in an evaluation form. The sum of question weights in a evaluation form section is 100 percent.