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 Name

Example/Format

Notes

Agent

Tom Agent ([email protected]) [349485789f228e60070f9d28]

N/A

Agent ID

349485789f228e60070f9d28

N/A

Agent Name

Tom Agent

N/A

Agent Email

[email protected]

N/A

Team Name

Team Tom

N/A

Evaluator ID

8475gh29j48afe45634a522f

Unique evaluator ID

Evaluation Version

Numeric

This number will indicate the version of the evaluation. 0 means it’s the original and never edited.

Evaluator Name

Tom Agent

Name of the person who performed the evaluation

Ring Group Names

N/A

List of the ring group or queue names the interaction belongs to

Evaluation ID

e928dhj57-2e5c-43a1-ab01-ccjasdh8ef4f0a

Unique evaluation ID

Evaluation Obtained Score

Numeric

Achieved score

Evaluation Max Score

Numeric

Maximum score possible for this evaluation

Form ID

93uejd8345h62854f801762e192416000a

Unique ID of the form used for the evaluation

Form Name

AI Form 3.0

N/A

Section ID

8af2b55d8027456e018046a1a57f49dd

Unique section ID. Can be null when the section is the header.

Section Name

N/A

Name/title given to the section

Section Obtained Score

N/A

Achieved score for the section

Section Max Score

N/A

Maximum possible score for the section

Question ID

8af2b55d8027456e018046a1a57f49d8

Unique question ID

Question Type

  • MultipleChoiceQuestion
  • TextQuestion
  • DropdownSingleChoice
  • CheckBoxQuestion

One of the types of questions available on the form builder

Question Text

N/A

Text of the question. This is the text written when creating the form.

Question Answer

N/A

The text of the answer given to the question

Question Obtained Score

N/A

Score obtained in the evaluation of the question

Question Max Score

N/A

Maximum score possible for the question

Evaluation Time

2021-09-13 9:32:31

Date/time when the evaluation was performed/last edited

First Evaluated On

2021-09-13 9:32:31

Date and time when the first version of the evaluation occurred. Can be null if there is only one version of the evaluation.

Interaction ID

61538ffff53e4c001bab3778

Unique interaction ID. This is the interaction being evaluated.

Interaction Reference

URL, Text

Reference added to ad-hoc evaluations. Can be null if the field was left empty or the evaluation was initiated from an interaction.

Header ID

2d0ef6fb-fdc3-4838-a2ff-23240eb9b353

Unique identifier for a header section

Header Text

Adicional call information

Text input added as identification of the header (the header title)

Branch To

N/A

When 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.


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