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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, click New Report.

  2. From the Create New Report list, select the Evaluation Form Summary Report.
    Report Selection

  3. Click Next to proceed.

  4. Configure the General section.

    • Enter a unique identifier Name for the report.

    • Enter a meaningful Description explaining the report's purpose and intended audience.

    • Click Next to proceed.
      General

  5. Enter the Configure section fields and filters.

    • Select one evaluation form to determine data scope and applicable interactions. At least one form selection is required.

    • Select a Date or date range from the dropdown, such as Today, Yesterday, Last 7 days, Last Week, Week to Date.

    • Select a Timezone (defaults to device local timezone) from the dropdown.

    • Configure the required Filter.

      • Click +Add Filter to configure additional filters.

        • Channel: Select communication channel (Chat, Voice).

        • Queue: Select one or more queues.

        • Language: Select languages assigned to the scorecard.

        • Agents: Select specific agents for tracking.

        • Agent Groups: Select a team or group of agents.

      • Set the values against the selected/added filters.

    • Add Optional Fields to include additional metrics or attributes.

    • Enter one or more addresses in the Send Email to field to send the automated reports (minimum one required).

    • Click Next to proceed.
      Configure

  6. To schedule report generation, select either Run on Demand and Schedule.

    • Select Run on Demand, and click Save to generate the report immediately with the current configuration.
      Run on Demand

    • Select Schedule to set up automated recurring report generation.
      Schedule

  7. Choose a Frequency or Repeat (Hourly/Daily/Weekly/Monthly/Quarterly/Yearly).
    Repeat

  8. Select a Start Date to start the schedule.

  9. Select a Timezone (defaults to your device's local timezone).

  10. Click Instant Run to generate the report immediately.

  11. Click Save to confirm and activate the schedule.
    Save

  12. The saved report is displayed in the My Reports - Reports dashboard.
    My Reports

  13. Enable scheduling by switching on the Schedule toggle.

  14. Click the Run button to generate the report immediately.

Report Fields

Agent Performance Summary

This report provides an overview of evaluation metric adherence across all interactions, presenting aggregated compliance statistics that highlight adherence rates, applicable interaction counts, and fatal metric violations for each evaluated metric.

Metric Name Is Fatal Applicable Interactions Adhered Interactions Adherence %
AI Agent Metric Check 0 13 N/A 0.00%
Agent Blaming Customer 0 13 N/A 0.00%
Agent Rude 0 13 N/A 0.00%
COMMON AU - GEN & DET 0 13 2 15.38%

View and Download the Report

Steps to view and download a report:

  1. On the Reports tab, navigate to the Actions column.

  2. Click the vertical Ellipsis button.

  3. Select History to view all generated reports.

  4. Click Download to save and view the required reports in CSV format.

Sample Report Format

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