Evaluation Form Summary Report

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The Evaluation Form Summary Report summarizes evaluation metric adherence using selected forms, providing aggregated compliance statistics. This report focuses on metric-level performance across all interactions, highlighting adherence rates and fatal metric violations.

Generate Evaluation Form Summary Report

1. Create the New Report

   1. On the Reports tab, select + New Report.

   2. From the Create New Report list, select the Evaluation Form Summary Report.

      

   3. Select Next.

2. Configure General Settings

   1. Enter a unique Name for the report.

   2. Enter a Description.

   3. Select Next.

      

3. Configure Filters and Options

   1. Select an evaluation Form to define the data scope (at least one form is required).

   2. Select a Date or date range.

   3. Select a Timezone.

   4. Select +Add Filter to apply filters and their respective values such as Channel, Queue, Language, Agents, and Agent Groups.

   5. Add Optional Fields to include additional metrics.

   6. Enter one or more recipient emails in Send Email to (minimum one required).

   7. Select Next.

      

4. Schedule the Report

   1. Choose Run on Demand or Schedule.

      • Run on Demand: Generates the report immediately.
      • Schedule: Generates the report automatically.

   2. If you select Schedule:

      1. Choose a Frequency or Repeat (Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly).

      2. Select a Start Date and Timezone.

      3. Select Save.

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Report Fields

Metric Adherence Summary Report

This report summarizes adherence results for evaluation metrics across selected forms. It aggregates metric-level performance for all evaluated interactions, including total applicability, adherence counts, adherence percentages, and identification of fatal metrics.

Metric Name	Is Fatal	Total Interactions	Total Applicable	Total Adhered	Metric Adherence Percent
AI Agent Metric Check	0	13	13	0	0.00%
Agent Blaming Customer	0	13	13	0	0.00%
Agent Rude	0	13	13	0	0.00%
COMMON AU – GEN & DET	0	13	13	2	15.38%

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View and Download the Report

1. On the Reports tab, locate the report in the Actions column.

2. Select More options (⋮), then select History.

3. Select Download to save the report as a CSV file.

Report Format

• Format: CSV file
• File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv

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