QMEA Report

Overview

The Quality Management Evaluation Analysis (QMEA) Report is a subset of the data fields collected during an evaluation. These will allow the user to create the reports needed by extracting the data using the Explore API, even without access to the Create report feature.

Usage

Specify qm_evaluation_analysis as report type in the Explore API request path: /data/reports/qm_evaluation_analysis/jobs.

Report Example

These are the available filters in the QMEA default report:

  • Date.
  • Agent Name.
  • Evaluator Name.
  • Form Name.
  • Ring Group Names.
  • Team Name.

These fields are available in this report and for extraction:

Field NameExample/FormatNotes
AgentTom Agent ([email protected]) [349485789f228e60070f9d28]N/A
Agent ID349485789f228e60070f9d28N/A
Agent NameTom AgentN/A
Agent Email[email protected]N/A
Team NameTeam TomN/A
Evaluator ID8475gh29j48afe45634a522fUnique evaluator ID
Evaluation VersionNumericThis number will indicate the version of the evaluation. 0 means it’s the original and never edited.
Evaluator NameTom AgentName of the person who performed the evaluation
Ring Group NamesN/AList of the ring group or queue names the interaction belongs to
Evaluation IDe928dhj57-2e5c-43a1-ab01-ccjasdh8ef4f0aUnique evaluation ID
Evaluation Obtained ScoreNumericAchieved score
Evaluation Max ScoreNumericMaximum score possible for this evaluation
Form ID93uejd8345h62854f801762e192416000aUnique ID of the form used for the evaluation
Form NameAI Form 3.0N/A
Section ID8af2b55d8027456e018046a1a57f49ddUnique section ID. Can be null when the section is the header.
Section NameN/AName/title given to the section
Section Obtained ScoreN/AAchieved score for the section
Section Max ScoreN/AMaximum possible score for the section
Question ID8af2b55d8027456e018046a1a57f49d8Unique question ID
Question Type- MultipleChoiceQuestion
- TextQuestion
- DropdownSingleChoice
- CheckBoxQuestion
One of the types of questions available on the form builder
Question TextN/AText of the question. This is the text written when creating the form.
Question AnswerN/AThe text of the answer given to the question
Question Obtained ScoreN/AScore obtained in the evaluation of the question
Question Max ScoreN/AMaximum score possible for the question
Evaluation Time2021-09-13 9:32:31Date/time when the evaluation was performed/last edited
First Evaluated On2021-09-13 9:32:31Date and time when the first version of the evaluation occurred. Can be null if there is only one version of the evaluation.
Interaction ID61538ffff53e4c001bab3778Unique interaction ID. This is the interaction being evaluated.
Interaction ReferenceURL, TextReference added to ad-hoc evaluations. Can be null if the field was left empty or the evaluation was initiated from an interaction.
Header ID2d0ef6fb-fdc3-4838-a2ff-23240eb9b353Unique identifier for a header section
Header TextAdicional call information Text input added as identification of the header (the header title)
Branch ToN/AWhen an answer has a branching option configured, the destination of the branching will be identified here.

API Response Format (Example)

[
    {
      "Agent": "Tom Agent ([email protected]) [349485789f228e60070f9d28]",
      "Agent ID": "349485789f228e60070f9d28",
      "Agent Name": "Tom Agent",
      "Agent Email": "[email protected]",
      "Team Name": "Team Tom",
      "Evaluator ID": "8475gh29j48afe45634a522f",
      "Evaluation Version": 0,
      "Evaluator Name": "Tom Agent",
      "Ring Group Names": "Ring Group Tom",
      "Evaluation ID": "e928dhj57-2e5c-43a1-ab01-ccjasdh8ef4f0a",
      "Evaluation Obtained Score": 100,
      "Evaluation Max Score": 100,
      "Form ID": "93uejd8345h62854f801762e192416000a",
      "Form Name": "AI Form 3.0",
      "Section ID": "8af2b55d8027456e018046a1a57f49dd",
      "Section Name": "Greetings",
      "Section Obtained Score": 100,
      "Section Max Score": 100,
      "Question ID": "8af2b55d8027456e018046a1a57f49d8",
      "Question Type": "MultipleChoiceQuestion",
      "Question Text": "Updated Example",
      "Question Answer": "Answer Example",
      "Question Obtained Score": 999,
      "Question Max Score": 999,
      "Evaluation Time": "2021-09-13 09:32:31",
      "First Evaluated on": "2021-09-13 09:32:31",
      "Interaction ID": "61538ffff53e4c001bab3778",
      "Interaction Reference": "",
      "Header ID": "2d0ef6fb-fdc3-4838-a2ff-23240eb9b353",
      "Header Text": "Some Adicional call information",
      "Branch To": ""
    }
  ]

❗️

Data and Report Availability

Up to a month of data per request.

The least recent month with available data goes as far back as 13 months.

Troubleshooting

If you have any questions, or if you’re having any technical issues, please open a ticket using this form.