The Evaluations by Section and Question report displays data for agent evaluations, broken down by the sections and questions in a single evaluation form. You can use this information to identify evaluation trends in your organization.
Permissions
You must have these permissions:
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Dashboard > Dashboard Templates > Evaluation By Section and Question :On
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Dashboard > Dashboards: View
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Dashboard > Dashboards: Edit (optional)
If you cannot access the prebuilt reports, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.
Use CaseA Quality Manager wants to identify trends in agent evaluations to improve training and consistency. By using the Evaluations by Section and Question report, the manager can analyze performance across specific sections and questions within a single evaluation form. This detailed view helps pinpoint common strengths and weaknesses, guiding targeted coaching and form adjustments.
Data in this Report
Data in this report includes:
Section and Question Scores
This table displays the average section and question score. Expand a section's row to view a breakdown of the questions in that section, as well as their average scores.
Average Quality Score by Team
The Average Score by Team widget shows each team’s average evaluation score . By default, it displays data from the past 7 days. This view helps you compare team performance at a glance.
Average Quality Score by Agent
The Average Score by Agent widget shows each agent’s average evaluation score in a table. Scores help you track individual performance.
Agent Question Details
Displays evaluation data for the specific agent, as well as basic interaction data. Clicking Play will play back the interaction and show the evaluation form.
Clicking Play
will play back the interaction and show the evaluation form.
| Column | Description |
|---|---|
|
Agent |
Name of an Agent |
|
Channel Type |
Channel for the interaction, such as voice, email, or chat. |
|
Master Contact |
Unique ID number given to the contact by the ACD. |
|
Workflow Type |
Type of evaluation workflow: Evaluation, Self-assessment, Collaborative |
|
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. |
|
Evaluated By |
Evaluator who performed the evaluation. |
|
Group |
Group the agent belongs to. |
|
Skill |
Skill |
|
Interaction Date |
Date (in UTC) the evaluated interaction took place. |
|
Interaction Duration |
Duration of the evaluated interaction. |
|
Playback |
Play icon to allow user to play the interaction |
|
% Section Score |
The score the evaluator gave the agent for the question. |