Evaluator Analysis

This report provides a comprehensive analysis of evaluator performance and evaluation progress within quality plans and evaluations. It features six distinct widgets, each offering detailed insights and metrics on evaluators' performance and the current status of evaluations.

Data Overview

This report template includes:

Evaluator Performance

Widget type: Evaluator Performance Widget
This widget provides a comprehensive overview of the performance data for the selected evaluators. It features multiple columns that display various data attributes and metrics, offering detailed insights into each evaluator's performance.

View the data in this report

The table below elaborates on the specific information presented in each column.

Column	description
Evaluator	First and last name of the evaluator.
Completed %	Percentage of assigned evaluations they have completed.
Avg Score	Average score they have given on their evaluations. If scores are edited in the evaluations, the average score is updated in the report.
Appealed %	Percentage of assigned evaluations that agents appealed.
Disputed	Percentage of assigned evaluations that agents disputed.
Total Evaluations	Total number of evaluations they completed.
Deleted	Total number of evaluations deleted (Hide this column)
Replaced	Total number of interactions they requested a replacement for.
Expired	Total number of expired evaluations.
Appealed Expired	Total number of evaluations that are appealed but got expired (Hide this column)
Completed Deleted	Total number of evaluations that are completed but marked deleted (Hide this column)

Completed Evaluations Over Time

Widget type: Evaluator Performance Widget
This widget presents a line chart that displays the trend of completed evaluations over time for the selected team. It provides a visual representation of how the number of completed evaluations has changed, helping you track progress and identify patterns.

Evaluator Comparison

Widget type: Evaluator Performance
This widget allows you to compare data for two evaluators, displaying the number of completed, pending, disputed, deleted, and replaced evaluations. It provides a clear and concise overview of each evaluator's performance across these key metrics.

Quality Plan Status

Widget type: Quality Plan Widget
This widget provides a comprehensive overview of the status of evaluations for each selected quality plan. It displays the number of evaluations that are completed, pending, deleted, and disputed. When the "Break Down view" is enabled and the "Automatic Quality Plan" checkbox is checked, the widget offers detailed insights into the performance and status of each quality plan during report generation.

Quality Plan Evaluation Status

Widget type: Report Widget
This widget provides a detailed summary of evaluation statuses for each selected quality plan during report generation. It displays the number of evaluations that are completed, pending, deleted, and disputed, offering a clear and concise overview of the quality plan's performance.

Widget settings and filters

Data Set: Evaluator Quality Plan Summary
View By: Evaluator
Widget View: Breakdown View

You can customize the columns:

Click to auto size a specific column or all the columns.
Click to select filter options.
Click to select the columns you want to see on the widget.

You can personalize your column settings by adjusting the column size, sort, filter, and arrangement, and then save these changes, even with the View dashboard permission.

Sorting table columns

You can sort the data in the table by clicking a column header. To apply a secondary sort, hold down the Shift key and click another column header.

The primary sort column displays a 1 next to the column title.
The secondary sort column displays a 2 next to the column title.

View the data in this report

Column	description
Plan	Quality Plan
Evaluator Name	Evaluator Name
Completed %	Percentage of assigned evaluations they have completed.
Avg. Score	Average score they have given on their evaluations. If scores are edited in the evaluations, the average score is updated in the report.
Appealed %	Percentage of assigned evaluations that agents appealed.
Total Evaluations	Total number of evaluations they completed.
Replaced	Total number of interactions they requested a replacement for.
Expired	Total number of expired evaluations.

Evaluation Details

This widget displays detailed information for each evaluation. The Quality Evaluation widget allows you to configure which columns are visible in the report, providing a customizable view of the evaluation data.

View the data in this report

Column	description
Channel Type	Channel for the interaction, such as voice, email, or chat.
Master Contact	Unique ID number given to the contact by the ACD.
Plan	Name of the plan, if applicable.
Form Name	Name of the form used for this evaluation.
Evaluation Subject	Possible values include: Segment: The evaluation is based on a CXone interaction. Employee: The evaluation is either based on a non-CXone interaction or is not interaction-related.
Evaluation Submitted Date	Date and time (in UTC) the evaluator submitted the evaluation.
Evaluation Start Date	Date and time (in UTC) that the evaluator began the evaluation.
Evaluator	Name of the evaluator who performed the evaluation.
Agent	Name of the agent who was evaluated.
Skill	Skill for the interaction.
Score	Evaluation score as a percentage. If the score is edited in the evaluation, it is updated in the report. Next to this value, you can click Play to listen to a recording of the evaluated interaction.
Playback	Play the interaction
Interaction Date	Date (in UTC) the evaluated interaction took place.
Interaction Duration	Duration of the evaluated interaction. The duration is in the format HH:MM:SS.