Evaluation Report Settings Tab

You must have the default Administrator or Supervisor role or a custom role that includes the Reports > Evaluation Reports > Full Control permission to use the Evaluations Report Settings tab.

The Report Settings tab defines the values for the report. This tab will allow the user to choose what data to use for the X-axis, and what data to include in the Y-axis. A report will require a Name, a Date Range, a Primary Series, a Graph Type and a Reported Data selection before a report may be run. Typically it’s best to trend one Reported Data point such as Total Score or Score by Question by one Primary Series such Agent, Evaluator or Group.

Options and Settings

Options and settings to be used on the Report Settings tab are:

  • Report Name text box (Required): Enter a name to identify the report.
  • Public Reports Design: Report will be required to have a unique name across all reports no matter who owns them. If a report is set to private (Public Report Design option unchecked), then any other report owned by another user can have the same name.
  • Only Owner Can Modify checkbox: When checked, only allows the original report designer and any Administrator users the ability to modify the report under its existing Report Name.
  • Select Eval Form drop-down menu: Identifies which Evaluation Form will be analyzed. A list of In Use evaluation forms will appear. Select Multiple to analyze data across all evaluations or choose one form from the list. To choose multiple evaluations, use the Evaluation Form filter tab later.
  • Date Range (Required): The period of time the report should focus its analysis. Select Custom Date Range to identify a Start Date and End Date that is not available in the default list. Common date ranges include: Current Day, Yesterday, Current & Previous Week, Current & Previous Month, Previous 30 & 90 days, Current & Previous Year.
  • Start Date and End Date: Selections only available when Custom Date Range is selected in the Date Range drop-down menu. Enter a Start Date and an End Date for the report by clicking on the arrow.
  • Primary Series (Required): Identifies who or what type of data will be compared. This is the primary data point on the X-Axis of the graph or the first column of the table. Choices are: List Evaluations, List Evaluation Details, Agent, Group, Evaluator, Track Evaluation Changes, None and List Comments.
  • Trend Type: Identifies how the data within the date range should be calculated. Choose from the available options: None, Weekly, Monthly, Quarterly, and Yearly. Trends display best in a Table format. If more than one Reported Data choices are selected, the Trend Type will default to None.

Primary Series selections List Evaluations, List Comments and Track Evaluation Changes cannot be Trended.

  • Trend Periods: Only available when a Trend Type is selected. Trend Periods divide the Date Range (Previous Year) with a Trend Type (Weekly) into a subset of intervals for the Time Period (26=first 26 weeks of last year).
  • Question Group or SkillSet (hidden): If trending by Average Question Group Score or Average Skillset Score, a hidden drop-down menu will appear under Trend Periods to select the Question Group or SkillSet desired to trend. Only one skillset or question group can be trended.
  • Comments From: Only available when the Primary Series is List Comments. Choose to list comments from: All Questions, Questions with Correct Answers only or Questions with Incorrect Answers only. The table will display questions that don’t include comments as well.
  • Graph Type (Required): Identifies what format the report should display the results. Choose from a Bar Graph, Column Graph, Line Graph or Table. Per Question and trended data are best displayed in a table format.
  • Flip X and Y Axis: Allows the Primary Series to chart on the Y-Axis/first row of the graph format and the Reported Data to chart on the X-Axis/first column of the graph format.
  • Include 0 values: Check this box to include agents, evaluations, evaluators, etc. which meet the Report Settings and Filters parameters that have a 0 score or evaluation count. Typically, reports exclude data with a 0 value.
  • Score Decimal Places: Designates to what decimal place the percentage or points of the score should be displayed in the report. Engage Reports default at two decimal places (100.00% or 55.00).
  • Reported Data (Required): Identifies the evaluation score to be analyzed. This is the primary data point on the Y-Axis of the graph or the first row of the table.

Make Report Settings

  1. Report Name text box: Type in a unique name in the Report Name field. The name must be unique for the owner of the report.
  2. Public Report Design checkbox: Make a choice:
    • Public Reports(checkbox is checked): Report is required to have a unique name across all reports no matter who owns them.
    • Private Reports: (checkbox is unchecked): Any other report owned by another user can have the same name.
  3. Select Eval Form drop-down menu: If analyzing the data from one Evaluation Form, select the desired form in the Select Eval Form drop-down menu. If analyzing data from multiple forms is desired, leave the default Multiple selection and refer to the Evaluation Forms Tab topic.
  4. Date Range: Enter a Date Range for the report. Convenient common data ranges include:
    • Custom Date Range: Select the Start Date to the End Date of the desired time period to search.
    • Current Day: Selects all today’s calls from 00:00:00 AM to current time.
    • Yesterday: Selects all yesterday’s calls from 00:00:00 AM to 11:59:59 PM.
    • Current Week: Selects all calls from Sunday 00:00:00 AM to current day and time.
    • Previous Week: Selects all calls from Sunday 00:00:00 AM to Saturday 11:59:59 PM.
    • Current Month: Selects all calls from 00:00:00 AM on the first of this month to current day and time.
    • Previous Month: Selects all calls from 00:00:00 AM the first day of last month to 11:59:59 PM of the last day of last month.
    • Previous 30 Days: Selects all calls from the past 30 days.
    • Previous 90 Days: Selects all calls from the past 90 days.
    • Current Year: Selects all calls from Jan 1st at 00:00:00 AM to current day and time.
    • Previous Year: Selects all calls from Jan. 1st at 00:00:00 AM to Dec. 31 at 11:59:59 from last year.
  5. If a further breakdown of the Date Range is required, then create a Trend Type with a Trend Period. For example, compare weekly scores over the last quarter by selecting a Date Range of Previous 90 Days with a Trend Type of Weekly and a Trend Period of 13 weeks. If further breakdown is needed, review these notes. If no breakdown is needed, skip to the next step.
    • If selecting to Trend, then only one selection can be made in the Reported Data column. If more than one Reported Data choice is selected, the Trend Type will default to None.
    • If trending by Average Question Group Score or Average Skillset Score, select the Question Group or SkillSet desired to trend from the hidden drop-down menu that will appear under Trend Periods. Only one skillset or question group can be trended.
    • Primary Series selections List Evaluations, List Comments and Track Evaluation Changes cannot be trended.
    • Trend Periods are a subset of the Trend Type, more like calendar periods. For example:
      • Weekly Trend Type: Includes Trend Period values from 2 to 52. Using a year Date Range for example, 2 will display scores for only the first 2 weeks of the year; and 52 will display scores for all 52 weeks of the year.
      • Monthly Trend Type: Includes Trend Period values from 2 to 12. Using a year Date Range for example, 2 will display scores for only the first 2 months of the year; and 12 will display scores for all 12 months of the year.
      • Quarterly Trend Type: Includes Trend Period values from 2 to 12. Using a year Date Range for example, 2 will display scores for only the first 2 quarters of the year; and 4 will display scores for all 4 quarters of the year. A value of 12 will be used with a 3-Year custom date range.
      • Yearly Trend Type: Includes Trend Period values from 2 to 12. A 2 will display scores for only the first 2 years of the custom date range; and 12 will display scores for 12 years of the custom date range.
  6. Primary Series: Enter the desired Primary Series for the report. Each series selected may turn on or off certain Report Settings. This aids the report designer in order to minimize creating a report that is too complex. Choose from any of the following:
    • List Evaluations: Compare scores or counts across evaluation forms.
      • Trend Type will automatically change to None.
      • Graph Type will automatically change to Table format.
      • Include 0 values will be gray.
      • Reported Data will switch to the column selector format.
    • Agent: Compare scores or counts across Agents.
    • Group: Compare scores or counts across Playback and Recording Groups of agents, which are setup in the Engage system.
    • Evaluator: Compare scores or counts across Evaluators.
    • Track Evaluation Changes: View information on which evaluation scores have been changed and by whom.
      • Trend Type will automatically change to None.
      • Graph Type will automatically change to Table format.
      • Include 0 values will be gray.
      • Reported Data will switch to the column selector format.
    • None: View larger sets of data or when using multiple dimensions of data. A couple of examples include: an Average Score per Question for a large set or group of agents without wanting to know how each agent scored; and Trending an Average Score Per Question requires the Primary Series to be set to None. This is necessary to ensure that only two dimensions of data are graphed (X number of questions trended over N time periods).
    • List Comments: Run reports on commented questions within a report or series of reports. The Comments From drop-down menu will turn on to select which comments to view—All Questions, Correct Answers, or Incorrect Answers.
      • Trend Type will automatically change to None.
      • Graph Type will automatically change to Table format.
      • Include 0 values will be gray.
      • Reported Data will switch to the column selector format where Agent Name, Evaluation Reference # and Question Text are default as the first three columns. Additional columns can be added in the Reported Data step.
  7. Trend Type: Enables the Trend Period drop-down selection:
    • None: No choices.
    • Daily: Enables Daily of 7 to 31.
    • Weekly: Enables Weekly of 2 to 52
    • Monthly: Enables Monthly of 2 to 12
    • Quarterly: Enables Quarterly of 2 to 12
    • Yearly: Enables Yearly of 2 to 12
  8. Trend Periods: Depending on what was selected as a Trend Type, the drop-down menu will change to fit; For example, of the Trend Type was Weekly, the Trend Periods drop-down selections are 2 to 52.
    • None: No periods to choose from.
    • Daily: 7 to 31
    • Weekly: 2 to 52
    • Monthly: 2 to 12
    • Quarterly: 2 to 12
    • Yearly: 2 to 12
  9. Comments From: 
    • All Questions: 
  10. Graph Type: Select the desired way to display the data in the Graph Type drop-down menu. To switch the order the data displays, select the Flip X and Y Axis checkbox. Graphs default in the following manner:
    1. Bar Graph: Displays data in horizontal bars. The Primary Series selection will appear on the left vertical with a total at the end of the bar; and the Reported Data will appear on the bottom horizontal. A total averaged score for all analyzed data will be displayed at the top of the chart. If the Flip X and Y Axis checkbox is turned on, Reported Data will display on the left and the Primary Series will display on the bottom.
    2. Column Graph: Displays data in vertical bars. The Primary Series selection will appear on the bottom horizontal with a total at the end of the bar; and the Reported Data will appear on the left vertical. A total averaged score for all analyzed data will be displayed at the top of the chart. If the Flip X and Y Axis checkbox is turned on, Reported Data will display on the bottom and the Primary Series will display on the left.
    3. Line Graph: Displays data in a point-to-point line across the graph. The Primary Series selection will appear on the bottom horizontal with a total at the point; and the Reported Data will appear on the left vertical. A total averaged score for all analyzed data will be displayed at the top of the chart. If the Flip X and Y Axis checkbox is turned on, Reported Data will display on the bottom and the Primary Series will display on the left.
    4. Table: Displays data in a table format. The Primary Series selection is the first column of the table; and the Reported Data labels run across the top row with values below. If the Flip X and Y Axis checkbox is turned on, Reported Data will display in the first column and the Primary Series will run across the top row.
  11. Flipping the data: To switch the order the data displays, select the Flip X and Y Axis checkbox under Graph Type drop-down menu.
  12. Include 0 Values: Display results for an agent, evaluator, or agent group even if there was no data for that agent, evaluator, or agent group within the filtered data set. For example, a report might be run to count total evaluations this month and compare by agent. If only 200 out of 250 agents have completed evaluations, the 50 agents without evaluations are normally excluded from the report. By selecting “include 0 values” all 250 agents will be included in the report to highlight that there are 50 agents with no completed evaluations.
  13. Score Decimal Places: Determine how many decimal places the scores will display on the report. Engage defaults the decimal to two (2) places such as 100.00% or 100.00. Click on the Score Decimal Places drop-down menu to select from 0 to 2 decimal places for all scores.
  14. Reported Data options box: Enter the desired Reported Data for the report. Each data set selected may turn on or off certain Report Settings. This aids the report designer in order to minimize creating a report that is too complex. Choose from any of the following:
    1. Average Total Score: Select the checkbox to display the total score for each Agent, Group, Evaluator or Port. When selected, the Total Evaluation Count greys out and becomes unavailable. Average Total Score is always output as a percentage.
    2. Average Question Group Score: Select the checkbox to display the scores for question group for each Agent, Group, Evaluator or Port. If trending by Average Question Group Score, a hidden dropdown menu called Question Group will appear under Trend Periods, select the Question Group desired to trend. Only one question group can be trended. When selected, the Total Evaluation Count greys out and becomes unavailable. Average Question Group Score is always output as a percentage.
    3. Average SkillSet Score: Select the checkbox to display the scores for Skillset Categories for each agent, Group, evaluator or port. If trending by Average SkillSet Score, a hidden dropdown menu called SkillSet will appear under Trend Periods, select the SkillSet desired to trend. Only one skillset can be trended. When selected, the Total Evaluation Count greys out and becomes unavailable. Average SkillSet Score is always output as a percentage.
    4. Total Evaluation Count: Select the checkbox to display the total number of evaluations for each Agent, Group, Evaluator or Port. When Total Evaluation Count is selected all other Reported Data options grey out. Total Evaluation Count is always output as a number of points.
    5. Per Question Data: Only one (1) evaluation can be analyzed at a time with this selection. First, select the evaluation desired to analyze in the Select Eval Form drop-down menu. Then, select the checkbox to display the questions for the selected evaluation. Trend Type will automatically change to None. Graph Type will automatically change to Table format. Other Reported Data selections will be greyed out. The default display for Per Question Data is output as a percentage.
      • Score: Choose how to display the score—Average %, Average Points, or Error Rate. The Error Rate displays the percent of items each question was answered with an answer worth less than 100% of the available points (excluding N/A answers).
      • Answer Detail: Select if answer detail is desired. Select None, All or Errors. All adds each selected answer choice below each question with a count of how many times that answer was selected. Errors display only the counts for incorrect answers.
    6. If List Evaluations, Track Evaluation Changes or List Comments were selected as the Primary Series, the Reported Data area will switch to a column selector format. Add (+ button) or Delete (X button) any additional columns as desired. Choose columns from the following list of data determined by the Primary Series selection:
      • Custom Header Fields: Each custom field is available for List Evaluation selection only.
      • Question Group: Available for List Evaluation and List Comments selections only.
      • Question Number: Available for List Evaluation and List Comments selections only.
      • Question Score: Available for List Comments selection only
      • Question Answer: Available for List Comments selection only.
      • Question Text: Pre-selectedList Comments and available for List Evaluation selections only.
      • Comment Text: Available for List Comments selection only.
      • Total Answered: Available for List Evaluation selection only.
      • # Correct: Available for List Evaluation selection only.
      • # Incorrect: Available for List Evaluation selection only.
      • # N/A: Available for List Evaluation selection only.
      • Error Rate: Available for List Evaluation selection only.
      • Changed By: Available for Track Evaluation Changes selection only.
      • Change Date & Time: Available for Track Evaluation Changes selection only.
      • Old Value: Available for Track Evaluation Changes selection only.
      • New Value: Available for Track Evaluation Changes selection only.
      • Agent First Name: Excluded from List Comments selection only.
      • Agent Last Name: Excluded from List Comments selection only.
      • Agent Full Name: Available with all Primary Series list selections.
      • Agent ID: Available with all Primary Series list selections.
      • Evaluation Form: Available with all Primary Series list selections.
      • Evaluation Date & Time: Available with all Primary Series list selections.
      • Evaluation Reference: Available with all Primary Series list selections.
      • Evaluator First Name: Excluded from List Comments selection only.
      • Evaluator Last Name: Excluded from List Comments selection only.
      • Evaluator Full Name: Available with all Primary Series list selections.
      • Evaluator ID: Available with all Primary Series list selections.
      • Evaluation State: Available with all Primary Series list selections.
      • Evaluation Auto Failed: Available with all Primary Series list selections.
      • Group Name: Available with all Primary Series list selections.
      • Manager First Name: Excluded from List Comments selection only.
      • Manager Last Name: Excluded from List Comments selection only.
      • Manager Full Name: Available with all Primary Series list selections.
      • Group Manager ID: Available with all Primary Series list selections.
      • Score Total: Available with all Primary Series list selections.
      • Score Question Group: Available for Track Evaluation Changes selection only.
      • Score Skillset: Available for Track Evaluation Changes selection only.
      • Call Date: Excluded from List Comments selection only.
      • Call Time: Excluded from List Comments selection only.
      • Call Duration: Excluded from List Comments selection only.
      • Call Remark 1: Excluded from List Comments selection only.
      • Call Remark 2: Excluded from List Comments selection only.
      • InteractionID: Available from List Evaluations selection only.
      • Summary: Available from List Evaluations selection only.
  15. If desired to refine the report by specific filters such as groups, users, evaluators, forms or the evaluation’s status, then refer to the appropriate which explain each tab at the top of the Create Evaluation Form window.
  16. When ready, click Run to run the report and collect the results.
  17. Click Save to save the settings to the Report List; or click Close to cancel the report.