Evaluations Details

The Evaluation Details report displays data for all types of evaluations. This includes agent evaluations, calibrations, and self-assessments. It also shows data for the associated interaction. It gives you quick access to information and insights and about evaluations.

You must have these permissions:

  • Dashboard > Dashboard Templates > Evaluations Details :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, 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.

A supervisor wants quick access to detailed evaluation data across different evaluation types, including agent evaluations, calibrations, and self-assessments. By using the Evaluation Details report, the supervisor can review evaluation outcomes alongside interaction data, helping them monitor performance, ensure consistency, and identify areas for improvement across the team.

Data Overview

The Evaluation Details report has multiple columns that present data attributes and metrics. The table below provides a description for each column.

Column Description
Master Contact Unique ID number given to the contact by the ACD.
Agent ID Unique ID of the agent the evaluation, self-assessment, or calibration was assigned to.
Agent Name of the agent the evaluation, self-assessment, or calibration was assigned to.
Team Name of the team the agent belongs to.
Skill Skill for the interaction.
Workflow Evaluation Type

Type of evaluation workflow:

  • Evaluation

  • Self-assessment

  • Collaborative
Team ID Unique ID number of the agent's team.
Workflow Status

Status of the workflow:

  • Awaiting Submission

  • Claimed

  • Completed

  • Completed Self Assessment

  • Deleted

  • Deleted - Expired

  • Dispute

  • Expired

  • Expired

  • Self Assessment

  • In Progress

  • In Progress Self Assessment

  • In Review

  • New Self Assessment

  • Partially Completed

  • Replaced

  • Sent to Agent

  • Waiting for Agent

  • Waiting for Evaluator

Assigned By Name of the user who assigned the evaluation, self-assessment, or calibration.
Evaluation Flow Trigger Event that started the evaluation: Calibration Evaluation Manual Trigger Quality Plan Search
Evaluation Status

Marks the evaluation with one of the following statuses:

  • Awaiting

  • Completed

  • Deleted

  • Draft

  • Expired

  • New

  • Submitted

  • Use the Evaluation Status drop-down at the top to filter the results.
Reason Reason for deletion or replacement of the evaluation task.
  WORKFLOW ID Unique ID of the evaluation.
Parent ID Workflow Instance ID of the collaborative evaluation which is associated with the child evaluation and self-assessment workflows.
Auto Acknowledged

Possible values are:

  • TRUE: The agent did not acknowledge the evaluation, so it was automatically acknowledged.

  • FALSE: The agent acknowledged the evaluation.

  • Empty value: In cases of self-assessment, no acknowledgment is necessary.
Workflow Evaluation State

State of the workflow:

  • Open

  • Closed Failed

  • Timed-Out
Plan Name Name of the quality plan used to initiate this evaluation.
Form Name Name of the form used for this evaluation.
Form Version Version of the form used for this evaluation.
Evaluation Start Date Date and time (in UTC) that the evaluator began the evaluation.
Evaluation Submitted Date Date and time (in UTC) the evaluator submitted the evaluation.
Last Updated Time stamp (in UTC) when the evaluation was last modified.
Last Modified By Name of the user who most recently edited the evaluation.
Evaluator Name of the evaluator who performed the evaluation.
Average Score Percentage score for the overall evaluation of an interaction. If scores are edited in the evaluations, the average score is updated in this report.
Score % Evaluation score. If the score is edited in the evaluation, it is updated in this report.
Maximum Possible Score Highest score possible for all questions in the evaluation form.
Rank Custom range of values set by the user to define the form rank.
Failed Critical Question

Possible values are:

  • True: The user failed a critical question and the evaluation form score is set to zero.

  • False: The user answered any critical questions correctly.
User Review Comments Comments entered by the agent while disputing the evaluation.
Dispute Resolver Comments Comments entered by the manager/evaluator while closing the dispute.
Channel Type Channel for the interaction, such as voice, email, or chat.
Subject ID Unique ID number of the interaction segment being evaluated.
Interaction Date Date and time (in UTC) the evaluated interaction took place.
Interaction Duration Duration of the evaluated interaction.
Interaction Direction

Direction of the interaction:

  • Inbound

  • Outbound
Interaction Duration Duration of the evaluated interaction.
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.