Evaluation Report

Updated 

The Evaluation Report offers an in-depth overview of evaluations conducted by auditors. It includes detailed audit-level information, such as the total number of checklist responses, profiles of the users performing the evaluations, key timestamps throughout the evaluation process and a breakdown of responses across multiple categories, providing a clear picture of the entire evaluation flow.

The Evaluation Report belongs to the Quality Management Report Group. Below are some of the scenarios where this report is beneficial:

  • Detailed Audit Level Information: Provides detailed audit-level information for each evaluation and case-specific properties.

  • Item and Category Level Score: Breaks down item and category-level scores, offering a thorough assessment of performance.

  • Time Stamp: Captures timestamps for every audit status, including evaluation, re-evaluation, and completion, to track the entire audit history.

Metric and Dimension

The following are the Metrics and Dimensions available under the Evaluation Report:

Name 

Description 

Checklist Response Count 

Count of times the checklist is evaluated. 

<Item_Name> Score (Checklist_Name) 

Score for the checklist item - <Item_Name> (Checklist_Name). 

<Item_Name> Weightage (Checklist_Name) 

Weightage for the checklist item - <Item_Name> (Checklist_Name). 

Unique Case Interaction Count 

Number of unique interactions in a case. 

(Checklist) Unique Case Count 

Total number of unique cases evaluated with the checklist. 

Engaged Agents Count 

Total count of agents engaged in a case. 

(Checklist) Unique Agents Count 

Total number of unique agents evaluated with the checklist. 

<Item_Name> Score (Disputed) (Checklist_Name) 

Latest disputed score for the checklist item - <Item_Name> (Checklist_Name). 

Evaluation Score (Without Criticality) 

Score excluding critical questions in the checklist. 

Evaluation Time 

Evaluation Time capture time between Audit Start Time and Audit Submitted Time. 

Evaluation Score (Disputed) 

Evaluation score on which the agent raised the dispute for the first time 

Total Disputes Raised 

Total number of disputes raised for the evaluation. 

Evaluation Review Time 

Time between Acknowledgement Start Time and Acknowledgement End Time. If the user closes and reopens the audit card, the review time will accumulate. If another user, such as the agent manager or a supervisor team member, views and disputes the audit, the review time will continue to add up. The review time is tracked until the agent/agent manager/agent supervisor accepts or raises a dispute. In cases of multiple dispute flows, the review time will keep accumulating. If the agent, manager, or supervisor views the audit but does not accept or dispute it and the audit is auto acknowledged, the review time will still be recorded. 

Total Evaluation time 

Time between Audit Start Time and Audit Submitted Time. Time is calculated from the point when the auditor opens the audit card in Case Analytics until the auditor submits the evaluation. When plotted with Participated Auditors, the time is split based on the auditors involved in the process. 

Agent Acknowledgement Pending 

Total count of evaluations yet to be acknowledged by the agent. This can be plotted at the case, case-interaction or call level. 

Dispute Attachments Count 

Total number of attachments added while raising dispute on the evaluation. 

Evaluation Score 

Total score received on the evaluation form. This can be plotted at the case, case-interaction, or call level. 

Pending Re-Evaluations 

Total count of evaluations pending for re-evaluation by the auditor. This can be plotted at the case, case-interaction or call level. 

Re-Evaluated 

Total number of times the evaluation is re-evaluated. 

Reference Evaluation Score 

Evaluation score given by the auditor. 

Snoozed Count 

Total number of the evaluation is snoozed 

Item Score 

Scores for the checklist items on which the evaluation is performed. 

Checklist Item Responses Count 

Number of times the checklist item is evaluated. 

Item Comment Count 

Total comments 

 

 

Name 

Description 

Auditor 

User who performed the evaluation. 

Checklist 

Name of the checklist used for evaluations. 

Evaluated Agent 

Agent on which the evaluation is performed. 

Evaluation ID 

Unique identifier for each evaluation. 

Checklist Response Date 

Date when the evaluation was performed. 

Evaluated Agent Manager 

Manager of the evaluated agent. 

Auditor Manager 

Manager of the auditor. 

Campaign 

Name of the Campaign associated to the case 

Evaluation Submitted At 

Date of the first evaluation submission. 

Assigned for Re-evaluation At 

Date when a dispute was raised for re-evaluation. 

Re-evaluated At 

Date when the disputed evaluation was re-evaluated. 

<Item_Name> (Checklist_Name) 

Responses filled during evaluation for the checklist item - <Item_Name> (Checklist_Name). 

<Item_Name> Score (D) (Checklist_Name) 

Dimension score for the checklist item - <Item_Name> (Checklist_Name). 

Evaluation Last Acknowledged By 

User who acknowledged the evaluation (accepts or disputes). 

Evaluation Assigned By 

User who assigned the evaluation. 

<Item_Name> Comment (Checklist_Name) 

Comment provided for the checklist item - <Item_Name> (Checklist_Name). 

Case Interaction Id 

ID of the case interaction, including social network and start time. 

Disputed Items 

Checklist items disputed. 

Disputed Item List 

List of disputed checklist items. 

Dispute Comment 

Comments provided during dispute. 

Assigned for Evaluation At 

Date when the evaluation was assigned. 

Evaluation Completed At 

Date when the evaluation was completed or re-evaluated. 

Participated Reviewers 

All the users who participated in the Audit Acknowledgment process. Reviewers can be plotted only when Agent Audit Review Time is recorded, ensuring the review time is split based on the users who reviewed the audits. 

Participated Auditors 

All the users who participated in the Audit Evaluation process.  Auditors can be plotted only when Auditor Review time is recorded, ensuring the review time is split based on the users who performed the audits. 

Account 

The name of the social network account. When used with case details, this will display the name of the "Brand Account" through which the first message associated to the case is grabbed. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created. 

Auditor Department 

Department of auditor who performed evaluation. 

Auditor Designation 

Designation of auditor who performed evaluation 

Auditor Federation Id 

Federation Id of auditor who performed evaluation. 

Auditor Reviewer 

Reviewer of the auditor who performs the evaluation. 

Calibration against Auditor 

Auditor against whom the calibration evaluation is performed. 

Case Details 

This is the Case. It will include the Case subject, case ID and description. This dimension should be used to compose tables like the Outbound Post or Inbound Message dimension. 

Case Associated Customer 

The sender profile name associated with the first message in the case. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created. 

Case Closure Time 

Indicates the timestamp when the case was marked as closed 

Case Number 

The ID number associated to the case. 

Checklist Response Time 

Date and time on which evaluation is performed. 

Client 

Bifurcate data by the name of the Sprinklr Client containing an Account, Account Group, User, Custom Property etc 

Evaluated Agent Department 

Department of agent on which evaluation is performed. 

Evaluated Agent Designation 

Designation of agent on which evaluation is performed. 

Evaluated Agent Federation Id 

Federation Id of agent on which evaluation is performed. 

Evaluated Agent Reviewer 

Reviewer of the agent getting evaluated in the evaluation. Reviewer is defined in the user properties.  

Evaluation Status 

Status in which the evaluation is currently in. The different audit status can be Submission pending, Completed, Re-evaluated, Re-evaluation Pending, Agent Acknowledgement Pending & Auditor Acknowledgement pending. 

Evaluation Type 

Type of audit assigned for evaluation. 

Is Evaluation in Snoozed State? 

Indicates whether the evaluation is in snoozed state or not. 

Last Evaluated By 

Last User who submitted the evaluation. 

Channel 

Provides the name of the channel associated on the case.  This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first message of the case. 

Variance Reference Type 

Variance reference selected to perform Peer to Peer Calibration. This can be Mean, Median or Primary Evaluator 

Comment 

Details filled in the comment boxes of checklist items during evaluation. 

Checklist Item 

All checklist items from the checklist on which the evaluation is performed. 

Category 

Category names of the checklist on which the evaluation is performed. 

Checklist Item Response Time 

Date on which evaluation is performed. 

Day Of Week 

The name of the day of the week on which the activity occurred. 

Day of Year 

Day of the year, for eg. - 1st Jan will be 1, 2nd Jan will be 2 and so on 

Month Of Year 

The name of the Calendar Month on which the activity occurred. 

Time Of Day 

The specific 1 hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's time zone.  

Time of day (30 minutes interval) 

The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's time zone.  

Time of Day (15 Minute Interval) 

The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm)and adjusted to the user's time zone. 

Week of Year 

This is the sequential week number in the year starting the week count with Sunday 

 

This concludes our comprehensive coverage of the Evaluation Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary .