Quality Plan Distribution Report
The Quality Plan Distribution report provides plan-, evaluator-, and interaction-level insights in a single view, helping you understand quality plan distribution behavior and accurately estimate evaluator capacity. Use this report to:
- View all quality plans active within a selected date range
- Understand plan lifecycle and configuration changes
- Track eligible vs. distributed workloads
- Monitor segment outcomes (evaluated, waiting, expired, deleted, replaced,)
- Analyze evaluator-level workload distribution
- Improve workforce planning using distribution trends
The Quality Plan Distribution Report is based on data from three widgets:
- Quality Plan Summary Widget
- Quality Plan Distribution by Evaluator Widget
- Quality Plan Interaction Details Widget
Permissions
You must have these permissions:
-
Dashboard > Dashboard Templates > Quality Plan Distribution: On
-
Dashboard > Dashboards: View
-
Dashboard > Dashboards: Edit (optional)
If you cannot access the reporting templates or Dashboard, or if widget data is not loading, check with your administrator. The administrator can verify your role's reporting, dashboard, and widget permissions by visiting Admin > Security Settings > Roles and Permissions.
Quality Plan Summary Widget
The Quality Plan Summary widget displays aggregated distribution and lifecycle metrics at the plan level. It is configured as follows:
-
Default date range: Last Month
-
Maximum date range: 24 months
Additional filters for this widget include:
-
Date Range
-
Quality Plan Name
-
Status: Active/Expired
The table below describes the columns in this widget:
|
Column Name |
Description |
|---|---|
|
Quality Plan |
Name of the Quality Plan |
|
Plan Type |
Whether the plan is recurring or one-time |
|
Status |
Current state of the plan (Active/Expired) |
|
Activated Date |
Date the quality plan was made active |
|
Expire Date |
Date the quality plan expired or will expire |
|
Last Update |
Date the quality plan was last modified |
|
# Segments Distributed |
Number of eligible segments assigned by the scheduler |
|
# Deleted |
Number of assigned segments deleted by evaluators |
|
# Replaced |
Number of assigned segments for which evaluators requested replacements |
|
# Evaluated |
Number of assigned segments evaluated by assigned evaluators |
|
# Waiting |
Number of assigned segments pending evaluation |
|
# Expired |
Number of assigned segments that expired before evaluation |
Quality Plan Distribution by Evaluator Widget
The Quality Plan Distribution by Evaluator widget displays aggregated workload distribution and outcome values at the evaluator level. It is configured as follows:
-
Default date range: Last Month
-
Maximum date range: 24 months
Additional filters for this widget include:
-
Date Range
-
Evaluator
-
Quality Plan Name
-
Status
The table below describes the columns in this widget:
|
Column Name |
Description |
|---|---|
|
Evaluator Name |
Name of the evaluator |
|
# Distributed |
Number of segments assigned to the evaluator |
|
# Deleted |
Number of assigned segments deleted by the evaluator |
|
# Replaced |
Number of replacement requests raised by the evaluator |
|
# Evaluated |
Number of segments evaluated by the evaluator |
Quality Plan Interaction Details Widget
The Quality Plan Interaction Details widget displays evaluation details at the interaction level and supports validation and auditing of evaluator activity. It is configured as follows:
-
Default date range: Last Month
-
Maximum date range: 24 months
Additional filters for this widget include:
-
Date Range
-
Evaluator
-
Quality Plan Name
-
Status
The table below describes the columns in this widget:
|
Column Name |
Description |
|---|---|
|
(Row Index) |
|
|
Agent Name |
Name of the agent whose interaction was evaluated |
|
Interaction ID |
Unique identifier for the interaction |
|
Date of Interaction |
Date when the interaction occurred |
|
Evaluated On |
Date when the evaluation was completed |
|
Score |
Evaluation score assigned to the interaction |
| Status | Current evaluation status (Evaluated, Pending, or In Progress) |
| Evaluation Subject | Subject or topic of the evaluation |