Ad Hoc Report Builder

OverviewClosed

The Ad Hoc Report Builder page allows you to create and edit ad hoc reports.

This topic explains the settings and options in the Ad Hoc Report Builder.

For more information, see Ad Hoc Reports Overview.

Report Appearance Options

Report Name
Allows you to specify a meaningful name (up to 50 characters) for the report. This name appears in the ad hoc reports list and in the list of available reports for subscriptions (if the report has been published).
Layout
Allows you to specify one of the following three layouts for the report:
  • Simple Table — basic, list-style reports displaying a single row of fields. Columns can be rearranged by dragging fields left and right. Charts are not supported. See Recordings From a Particular Area Code for an example of this report layout.
  • Summary Table — provides for nested, collapsible subcategories or groupings. Column fields can be dragged left and right to rearrange. Rows can be dragged up and down to regroup data. Lower fields are nested within higher fields. Bar and pie charts are supported. See QA Score in Relation to Content Library Items for an example of this report layout.
  • Matrix Table — provides for measuring one or more pieces of information across a period of time. Fields controlling the information to be measured and the time range are displayed in the Columns area, and are limited to one field in each area per report. Fields that control grouping of that information are displayed in the Rows area. Multiple fields can be dragged, dropped, and rearranged to provide for different logical groupings of the information. Bar, pie and line charts are supported. Line charts illustrating large data sets may become difficult to read and use. See Average QA Score by Evaluator for an example of this report layout.
Reporting Format
Allows you to specify one of the following two formats for the report:
  • RDL — works with Microsoft SQL Reporting Services and provides export formats of PDF, Microsoft Word, or Microsoft Excel files. Charts are simply laid out, displaying all the information in a non-interactive way. Large reports with pagination can be created. Categories and groupings in RDL reports are expanded by default. However, RDL reports do not support drill-down functionality.
  • HTML — provides for reports and charts that are interactive. Information can be displayed on mouse-over, and clicking bars within a chart allows you to drill down into subcategories and see more detailed results. If there are multiple detail levels, clicking through will loop back to the top level. However, this format cannot be exported, does not support pagination, and is limited to displaying only 1000 results. HTML works best as a basic data preview, or for reports that will only be viewed online. Categories and groupings in HTML reports are collapsed by default. See QA Score in Relation to Content Library Items for an example of this report layout.
Description
Allows you to provide a brief description (up to 200 characters) for the report. This description appears in the ad hoc reports list and its content is included when you filter that page (see Ad Hoc Reports List).

Fields

The Fields section provides access to the database fields you use to build reports. The categories and specific fields vary depending on the type of report. In some cases, field labels in this section are affected by your system's terminology settings (see Terminology Settings).

Field Categories for Call Recording Reports

AgentClosed
Active Agent
Description Indicates whether a user is an agent by displaying a value of either Active or Inactive. A user who is still in the system, but is no longer an agent, would show as Inactive. This might happen if an agent received a promotion or changed positions, and no longer is recorded.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format N/A
Size N/A
Limitations Value is determined (assigned or calculated) by system and is not user-editable. See .
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
inContact GroupClosed
Group Name (inContact Group)
Description The group configured in Central. For details, see Groups Overview.
Displays In Quick Filters menu, ad hoc reporting, Call Recording Detail report
Filter/Search By Quick Filters menu, ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
Call Recording RecordClosed
Record ID
Description Unique identifier assigned to a recorded interaction in the inContact WFO database.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Caller ID
Description Displays the number of the calling party (also known as the ANI).
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail, ad hoc reporting
Searchable In Recorded Interactions
Format Alphanumeric
Size 20 characters
Limitations Available only for inbound calls. Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
DNIS
Description For inbound calls, displays the number the caller dialed to reach you. For outbound calls, displays the number your agent dialed.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 20 characters
Limitations Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

Device Alias
Description The inContact Agent ID.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Agent Call Summary report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Format Alphanumeric
Size 100 characters
Limitations Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
Time Recorded (Recording Time)
Description Displays the date and time the interaction was recorded. The time displays in either AM/PM or 24-hour format, depending on how your system is configured.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Format Date/Time
Size Displays as MM/DD/YYYY HH:MM
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Call Direction
Description Displays the directionality of the call as either Inbound, Outbound, or Unknown. In this context, Unknown means that inContact WFO was not able to identify the directionality of the recorded contact.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alpha
Size 1 (I/O)
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Duration
Description Displays the duration of the recorded contact.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Numeric
Size Displays as HH:MM:SS
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
sGroup (ACD Group, Group)
Description The skill setting in inContact Central.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 30 characters
Limitations Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
Gate
Description inContact WFO allows you to map this field to a custom filter you create in inContact Studio. If your organization uses this functionality, this field will contain values associated with that filter.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Format Alphanumeric
Size 20 characters
Limitations Populated by information passed to inContact WFO from the integrated ACD/PBX.Populated by information passed to inContact WFO by Studio (and thus not editable).
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 1
Description inContact WFO allows you to map this field to the _user1 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 20 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 2
Description inContact WFO allows you to map this field to the _user2 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 20 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 3
Description inContact WFO allows you to map this field to the _user3 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Searchable In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 20 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 4
Description inContact WFO allows you to map this field to the _user4 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 5
Description inContact WFO allows you to map this field to the _user5 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 6
Description inContact WFO allows you to map this field to the _user6 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 7
Description inContact WFO allows you to map this field to the _user7 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 8
Description inContact WFO allows you to map this field to the _user8 variable in inContact Studio.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 9
Description Can be used for custom data populated by users who have permission to edit call records.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 10
Description Can be used for custom data populated by users who have permission to edit call records.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 11
Description Automatically populated with your business unit ID.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 12
Description Automatically populated with the name of your inContact media server.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 13
Description Automatically populated with the Agent Leg Contact ID for the interaction.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 14
Description Automatically populated with the Recorder Contact ID for the interaction.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
User 15
Description Automatically populated with the Skill ID for the interaction.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
QA EvaluationsClosed
Completed Evaluations (Recording)
Description Number of inContact Quality Management evaluations completed for a recorded interaction.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Format Numeric
Size N/A
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
QA Score (Recording)
Description Total number of points scored on inContact Quality Management evaluations completed for a recorded interaction.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 10,2 (for example, 12345678.90)
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Possible QA Score (Recording)
Description Total number of possible points on inContact Quality Management evaluations completed for a recorded interaction.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 10,2 (for example, 12345678.90)
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A

Field Categories for Quality Assurance Reports

Quality Assurance (QA) data available for ad hoc reporting includes both QA form data and completed QA data. It is important not to mix these data types. Mixing them can yield inaccurate, inconsistent, or unexpected results. In general, QA reporting can serve two purposes:

  • Reporting on available QA forms (QA Form, Sections, Questions and available responses).
  • Reporting on completed QA evaluations, which is what the vast majority of the printable reports provide

Using a single interface to create reports for both purposes is challenging because this data has different meanings and is linked together depending on context. To help ensure accurate reporting, keep the following in mind when building reports:

  • Use categories beginning with "QA" to report on available QA forms (for example, a listing of forms that include a specific question)
  • Use categories beginning with "Completed QA" to report on QA evaluations (for example, a listing of evaluations performed by a specific evaluator)
EvaluatorClosed
Evaluator Name
Description Combines the First Name and Last Name database fields for a user and displays as Last Name, First Name. This information is not retained in the database as a single field.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size Variable
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A

Evaluator Status is based on the Active field for the user who created the evaluation.

Active
Description Indicates whether a user is active or inactive. Inactive users are those who have been inactivated in Central.
Displays In Ad hoc reporting
Search/Filter By Ad hoc reporting
Format Numeric
Size 1 character (1 for active/O for inactive)
Limitations  
Terminology N/A
AgentClosed
Agent Name
Description Combines the First Name and Last Name database fields for a user and displays as Last Name, First Name. This information is not retained in the database as a single field.
Displays In Agent Call Summary, ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A

Agent Status is based on the Active Agent field for the agent evaluated on a completed form.

Active Agent
Description Indicates whether a user is an agent by displaying a value of either Active or Inactive. A user who is still in the system, but is no longer an agent, would show as Inactive. This might happen if an agent received a promotion or changed positions, and no longer is recorded.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format N/A
Size N/A
Limitations Value is determined (assigned or calculated) by system and is not user-editable. See .
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
ArbitratorsClosed
Arbitrator Name
Description Combines the First Name and Last Name database fields for a user and displays as Last Name, First Name. This information is not retained in the database as a single field. This field identifies the first arbitrator to open and review a disputed evaluation, even if they don't edit or rescore it.
Displays In Ad hoc reporting
Searchable In  
Format Alphanumeric
Size Variable
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A

Arbitrator Status is based on the Active field for the arbitrator who first opens and reviews a disputed evaluation.

Active
Description Indicates whether a user is active or inactive. Inactive users are those who have been inactivated in Central.
Displays In Ad hoc reporting
Search/Filter By Ad hoc reporting
Format Numeric
Size 1 character (1 for active/O for inactive)
Limitations  
Terminology N/A
Call Recording RecordClosed
Record ID
Description Unique identifier assigned to a recorded interaction in the inContact WFO database.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Caller ID
Description Displays the number of the calling party (also known as the ANI).
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail, ad hoc reporting
Searchable In Recorded Interactions
Format Alphanumeric
Size 20 characters
Limitations Available only for inbound calls. Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
DNIS
Description For inbound calls, displays the number the caller dialed to reach you. For outbound calls, displays the number your agent dialed.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Call Recording Detail report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 20 characters
Limitations Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
Device ID
Description The inContact voice port.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Agent Call Summary report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, ad hoc reporting
Format Alphanumeric
Size 100 characters
Limitations Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.

Device Alias
Description The inContact Agent ID.
Displays In Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player, Agent Call Summary report, ad hoc reporting
Filter/Search By Recorded Interactions with HTML5 Interaction Player, Recorded Interactions with Web Player
Format Alphanumeric
Size 100 characters
Limitations Populated by information passed to inContact WFO from the integrated ACD/PBX.
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
Group NameClosed
Group Name (inContact Group)
Description The group configured in Central. For details, see Groups Overview.
Displays In Quick Filters menu, ad hoc reporting, Call Recording Detail report
Filter/Search By Quick Filters menu, ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology This field label is editable and may appear differently in some parts of your system. See Terminology Settings.
QA Evaluation FormClosed
Form Name
Description The name of a form used in to evaluate agents in inContact Quality Management.
Displays In QA Forms list, Ad hoc reporting
Filter/Search By QA Forms list, Ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology N/A
Acknowledgment Required
Description Indicates whether the default behavior for a QA form is to require agent acknowledgment.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 1 character (a value of 1 displays as Yes; a value of 0 displays as No)
Limitations  
Terminology N/A
(Form) Create Date
Description Date on which a QA evaluation form was first saved.
Displays In QA Forms list, Ad hoc reporting
Filter/Search By QA Forms list, Ad hoc reporting
Format Date/Time
Size Displays as MM/DD/YYYY HH:MM:SS AM/PM
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Form Status
Description Indicates whether a form is enabled (active) or disabled (inactive).
Displays In QA Forms list, ad hoc reporting
Filter/Search By QA Forms list, ad hoc reporting
Format Numeric
Size 1 character (1 for active/O for inactive)
Limitations This field cannot be blank.
Terminology N/A
(Form) Disable Date
Description Date on which a QA evaluation form was most recently disabled.
Displays In QA Forms list, Ad hoc reporting
Filter/Search By QA Forms list, Ad hoc reporting
Format Date/Time
Size Displays as MM/DD/YYYY HH:MM:SS AM/PM
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
QA Evaluation Form SectionClosed
Section Order
Description Indicates where a section falls in the overall order of a specified QA form. For example, for the third section on a form, this field would display a value of 3.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Section Name
Description Indicates the name of a section in a specified QA form.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size 255 characters
Limitations  
Terminology N/A
QA Evaluation Form QuestionClosed
Form Question, Completed Question
Description User-defined question for a specified QA form.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size 1024 characters
Limitations  
Terminology N/A
Question Order
Description Indicates where a question falls in the overall order within a section of a specified QA form. For example, for the third question in the first section on a form, this field would display a value of 3. The third question in the second section of the same form would also display a value of 3.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Question Priority
Description Indicates whether the question was designated as Critical by the form's creator.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size Varies
Limitations All questions are assigned a priority of Normal unless specifically designated Critical. See Critical Questions.
Terminology N/A
Possible Score (Question)
Description Total number of possible points available for a specific question on a QA form.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 6, 2 (for example, 1234.56)
Limitations  
Terminology N/A
QA ResponseClosed
Response Order
Description Indicates where a response falls in the overall order within a question on a specified QA form. For example, for the third response to the first question on a form, this field would display a value of 3. The third response to the second question on the same form would also display a value of 3.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Available Response, Question Response
Description User-defined response for a question on a specified QA form. In conjunction with a completed evaluation, displays the response selected by the evaluator.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations This field cannot be blank.
Terminology N/A
Auto-Fail
Description Indicates the Auto-Fail value selected for a question on a QA form by the form's creator.
Displays In Ad hoc reporting (displays as f for form auto-fail, s for section auto-fail, and 0 for no auto-fail)
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size 1 character
Limitations  
Terminology N/A
Response Score, Possible Score
Description User-defined score for a response to a question on a specified QA form.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 6,2 (for example, 1234.56)
Limitations This field cannot be blank.
Terminology N/A
NA
Description Indicates whether a response of not applicable is valid for a question on a specified QA form. See Not Applicable Questions.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format N/A
Size N/A
Limitations  
Terminology N/A
Completed QA EvaluationClosed
Completed Evaluation ID
Description Unique identifier assigned to a completed evaluation within inContact WFO.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size System-regulated
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Evaluation Date
Description Date and time when a completed evaluation was first submitted.
Displays In QA Evaluations list (date only), ad hoc reporting
Filter/Search By Search QA Evaluations page (date only), ad hoc reporting
Format Date/Time with offset
Size Displays as MM/DD/YYYY HH:MM:SS AM/PM +/- HH:MM
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Possible Score (Evaluation)
Description Total number of possible points available for a specific QA form.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 6, 2 (for example, 1234.56)
Limitations  
Terminology N/A
Actual Score (Evaluation)
Description Total number of points awarded on a completed QA evaluation.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 6, 2 (for example, 1234.56)
Limitations  
Terminology N/A
QA % Score (Evaluation)
Description Displays, as a percentage, the QA score for a single completed evaluation. The score is calculated at the time a report is run (or the field is displayed) by dividing the Actual Score by the Possible Score. The value is not stored in the database.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format N/A
Size Displays as xx.xx%.
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Acknowledgment Status
Description Indicates whether a completed QA evaluation has been acknowledged by the agent.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 1 character (a value of 1 displays as Acknowledged; a value of 0 displays as Unacknowledged)
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A

Notes

Notes
Description Text of notes entered by any of the following during the QA review process: agent, evaluator, or arbitrator. See QA Arbitration and Review Process Overview.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size Varies
Limitations  
Terminology N/A
QA Status
Description Indicates the current status of a QA evaluation.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric (displays alphanumeric)
Size Displays as Completed, In-Progress, Dispute, Question, Calibration, Calibration In Progress, Self-Evaluation, Self-Evaluation In Progress
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
QA Start Date
Description Date and time when a QA evaluation form was started.
Displays In QA Evaluations list (date only), ad hoc reporting
Filter/Search By Search QA Evaluations page (date only), ad hoc reporting
Format Date/Time
Size Displays as MM/DD/YYYY HH:MM:SS AM/PM or MM/DD/YYYY
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
QA Active/Deleted
Description Indicates whether a completed QA evaluation has been deleted. This is not the same as QA Status (see inContact Quality Management Fields).
Displays In  
Filter/Search By  
Format Alpha, Alphanumeric, Numeric, Date/Time
Size 1 character (I/O)
Limitations  
Terminology N/A
Disputed Count (Evaluation)
Description Indicates the number of times a completed evaluation has been disputed.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Questioned Count (Evaluation)
Description Indicates the number of times a completed evaluation has been questioned.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Completed QA ResponseClosed
Form Question, Completed Question
Description User-defined question for a specified QA form.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size 1024 characters
Limitations  
Terminology N/A
Available Response, Question Response
Description User-defined response for a question on a specified QA form. In conjunction with a completed evaluation, displays the response selected by the evaluator.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations This field cannot be blank.
Terminology N/A
Question Score (Evaluation)
Description Number of points awarded for an individual question on a completed QA evaluation.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 6, 2 (for example, 1234.56)
Limitations  
Terminology N/A
Response Score, Possible Score
Description User-defined score for a response to a question on a specified QA form.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size 6,2 (for example, 1234.56)
Limitations This field cannot be blank.
Terminology N/A
NA
Description Indicates whether a response of not applicable was selected for a question on a completed evaluation. See Not Applicable Questions.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format N/A
Size N/A
Limitations  
Terminology N/A
Content Library ItemsClosed
Library Item, Title
Description User-defined title assigned to an item in the inContact Quality Management Content Library.
Displays In Content Library list, Assignment Inbox, ad hoc reporting
Filter/Search By Content Library list, ad hoc reporting
Format Alphanumeric
Size Varies
Limitations  
Terminology N/A
Acknowledged Date, Reviewed Date
Description Date on which an assigned user clicked Done for a specific Content Library item. See Assignment Inbox.
Displays In Search Content Acknowledgments page, ad hoc reporting
Filter/Search By Search Content Acknowledgments page, ad hoc reporting
Format Date/time
Size Varies
Limitations  
Terminology N/A
AchievementsClosed
Achievement ID
Description Unique identifier assigned to an awarded achievement.
Displays In Ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size Varies
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Achievement Points
Description Number of points associated with an awarded achievement.
Displays In Agent Achievements Detail page, ad hoc reporting
Filter/Search By Ad hoc reporting
Format Numeric
Size Varies
Limitations  
Terminology N/A
Awarded Date
Description Date when an achievement was awarded to a user.
Displays In Agent Achievements Detail page, ad hoc reporting
Filter/Search By Awarded Achievements page, ad hoc reporting
Format Date
Size Displays as MM/DD/YYYY
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Expiration Date
Description Date when the points associated with an awarded achievement expire.
Displays In Agent Achievements Detail page, ad hoc reporting
Filter/Search By Ad hoc reporting
Format Date
Size Displays as MM/DD/YYYY
Limitations  
Terminology N/A
Achievement Status
Description Indicates whether an awarded achievements has expired.
Displays In Ad hoc reporting
Filter/Search By Awarded Achievements page, ad hoc reporting
Format N/A
Size N/A
Limitations Value is determined (assigned or calculated) by system and is not user-editable.
Terminology N/A
Achievement TypesClosed
Achievement Name
Description User-defined name for an achievement type.
Displays In Achievement Types page, Agent Achievements Detail page, Award an Achievement page, ad hoc reporting
Filter/Search By Ad hoc reporting
Format Alphanumeric
Size 50 characters
Limitations This field cannot be blank.
Terminology N/A

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