Quality Management > Evaluations > Page Details: Perform QA

Page Details: Perform QA

Record Information Fields

If an evaluation is based on agent performance only (that is, not on a recorded interaction), the following fields appear in the Record Information section at the top of the Perform QA page (shown in the preceding image). This section can be expanded or collapsed by clicking the triangle next to the section name.

Last Updated By: Displays the name of the evaluator who most recently saved this evaluation (even if that evaluator made no changes). For a new evaluation that has never been saved, this field displays the name of the current user.
Original Evaluator: Displays the name of the evaluator who originally created this evaluation. For a new evaluation that has never been saved, this field is blank.
Arbitrator: If the evaluation has been disputed, this field displays the assigned arbitrator. Otherwise, the field displays No Dispute.
Score Changes: Displays the number of times the score has been changed for the evaluation.
Agent: Displays the name of the agent for this evaluation.
Last Updated: Displays the date on which the evaluation was most recently saved. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
Original Evaluation Date: Displays the date on which the evaluation was originally submitted. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
Original Score: Displays the total score as awarded the first time this evaluation was saved. If this is a new evaluation, or one that was previously saved but not submitted, this field displays 0.

Call Information Fields

When an evaluation is based on how an agent handled a recorded interaction (that is, a call), the following fields appear in the Call Information section at the top of the Perform QA page. This section can be expanded or collapsed by clicking the triangle next to the section name.

The Call Information section replaces the Record Information section discussed previously, but includes all of that section's fields.

The contents of user-defined fields (such as User1) depend on how your organization uses these fields. For more information, see Page Details: Terminology Settings.

Last Updated By: Displays the name of the evaluator who most recently saved this evaluation (even if that evaluator made no changes). For a new evaluation that has never been saved, this field displays the name of the current user.
Original Evaluator: Displays the name of the evaluator who originally created this evaluation. For a new evaluation that has never been saved, this field is blank.
Device ID: Displays the voice port associated with the recorded interaction.
Dialed Number: Applies only to telephone interactions. Displays either the number dialed by the agent (outbound calls) or the number the caller dialed to reach the agent (inbound calls).
Channel: Displays the inContact WFO channel on which the interaction was recorded.
User4: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User8: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User12: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Record: Displays the unique identifier assigned to this recorded interaction by inContact WFO.
Group: Displays the inContact skill associated with the agent for this recorded interaction.
Call Direction: Applies only to telephone interactions. Specifies whether the call was inbound or outbound.
User1: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Last Updated: Displays the date on which information was last saved for this evaluation. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
Original Evaluation Date: Displays the date on which the evaluation was originally submitted. If this is a new evaluation, or one that was previously saved but not submitted, this field displays In Progress.
User5: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User9: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User13: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Score Changes: Displays the number of times the score has been changed for the evaluation.
Agent Name: Specifies the name of the agent for this evaluation.
Recording Time: Displays the date and time the recorded interaction occurred.
Device Alias: Displays the ACD/PBX identifiervoice port associated with the agent for this recorded interaction.
Caller ID: Applies only to inbound telephone interactions. Displays the number from which the call was received.
Duration: Specifies the duration of the recorded interaction in the format of HH:MM:SS.
User6: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User10: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User14: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Original Score: Displays the total score as awarded the first time this evaluation was saved. If this is a new evaluation, or one that was previously saved but not submitted, this field displays 0.
ACD Gate: If your organization has configured a custom Studio filter to use the ACD Gate field, that value is displayed here.
Screen Capture: Specifies whether or not this recorded interaction has an associated screen recording.
User2: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
Arbitrator: If the evaluation has been disputed, this field displays the assigned arbitrator. Otherwise, the field displays No Dispute.
User3: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User7: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User11: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.
User15: Displays the contents of this field in the recorded interaction record. If your organization uses these additional database fields, the label may be different.

Evaluation Form Fields

This section contains the actual evaluation form (as shown in the image at the beginning of this topic). The fields in the form vary depending on the questions and response choices established when the form was created.

The entire form can be expanded or collapsed by clicking the triangle next to the section name. If the form has multiple sections, each section can be expanded or collapsed in the same way.

Page Details: Perform QA

Record Information Fields

Call Information Fields

Evaluation Form Fields

Related Tasks