Script Summary by Agent

The Script Summary by Agent report summarizes, by agent, the number of times that each response was recorded for the corresponding script question. Only scripts that have Script Reporting selected in the script's configuration are included in this report.

  This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page.

Build the Script Summary by Agent report:

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis
  3. From the Select Data drop-down menu, select the Script Summary by Agent data set.
  4. Click Ok and the table will load displaying the report data.

Sample Report

Script Summary by Agent Report

Click image to enlarge

This table describes each column in the Script Summary by Agent report:

Name Type Description
Tenant Name Attribute The name of the tenant that the agent was logged in to.
Agent Name Attribute The agent's first name and last name.
Script Attribute The name of the script. This name is configured in the Script Name field in the Script flow notation.
Question Attribute The text entered for the question in the script configuration.
Answer Attribute The answer selected or entered for a script question.
Answer Count Measure

The total number of times that the specified answer was provided for the question..

Question Type Attribute

The type of question answered - for example, freeform input, dropdown, or scale.  

  This column is empty for script responses submitted before the March 28, 2018 release.
Lower Bound Attribute For Scale questions, the value entered in the Lower Bound field in the script configuration. The Lower Bound value is the lowest possible value in a script's scale question.
Upper Bound Attribute For Scale questions, the value entered in the Upper Bound field in the script configuration. The Upper Bound value is the highest possible value in a script's scale question.

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