Quality Management Evaluation Analysis 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.
There are no limits on the data availability regarding timeframe.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.

Overview

Usage

Report Example

API Response Format (Example)

❗️Data and Report Availability

Troubleshooting

❗️
Data and Report Availability