Number of times the checklist is evaluated.

Person who performed the evaluation.

Name of the checklist used for evaluations.

Agent evaluated in the assessment.

Unique identifier for each evaluation.

Date when the evaluation was performed.

Manager of the evaluated agent.

Manager of the auditor.

Campaign associated with the evaluated case.

Date of the first evaluation submission.

Date when a dispute was raised for re-evaluation.

Date when the disputed evaluation was re-evaluated.

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

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

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

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

Number of unique interactions in a case.

Total number of unique cases evaluated with the checklist.

Total count of agents engaged in a case.

Total number of unique agents evaluated with the checklist.

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

Person who acknowledged the evaluation (accepts or disputes).

Person who assigned the evaluation.

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

Manager of the auditor.

Score excluding critical questions in the checklist.

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

Time taken between audit start and submission.

Evaluation Status

The current status of the evaluation.

Evaluation Dispute Approved or Rejected by

The person who approved or rejected the dispute raised by an agent on an evaluation. This dimension stores the last user to take action on the dispute.

Evaluation Dispute Approved or Rejected On

The date and time when the dispute raised by the agent on an evaluation was either approved or rejected. This dimension captures the most recent dispute resolution timestamp.

Dispute Rejected Reason

The reason provided by the agent’s manager or supervisor for rejecting the dispute. This dimension stores the latest reason submitted for rejecting the dispute.

Initial disputed score for the evaluation.

Checklist items disputed.

List of disputed checklist items.

Comments provided during dispute.

Total number of disputes raised for the evaluation.

Date when the evaluation was assigned.

Date when the evaluation was completed or re-evaluated.

Agent Audit Review Time

The review time is measured from when the agent opens the audit card in Case Analytics until the agent either accepts or disputes the evaluation. If the user closes and reopens the audit card, the review time gets accumulated. If another user, such as the agent manager or a supervisor team member, views and disputes the audit, the review time continues to add up. The review time is tracked until the agent accepts or raises a dispute. In cases of multiple dispute flows, the review time keeps 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 is still recorded.

Agent Audit Review Users

This identifies the users that were involved in the audit dispute process in the reporting. Review users can be plotted when Agent Audit Review Time is recorded, ensuring the review time is split based on the users who reviewed the audits.

Auditor Audit Review Time

The review time for auditors is measured from when the auditor opens the audit card in Case Analytics until the auditor submits the evaluation. When plotted with Auditor Audit Review Users, the review time is split based on the auditors involved in the process.

Auditor Audit Review Users

This identifies in reporting which users were involved in the audit dispute process.

Count of total evaluations (Manual + AI). This can be plotted at the case, case-interaction, or call level.

Total count of AI evaluations. This can be plotted at the case, case-interaction, or call level.

Total count of manual evaluations performed. This can be plotted at the case, case-interaction, or call level.

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

User who performed the evaluation.

Name of the checklist used for performing the evaluations.

Unique identifier of the case-interaction on which the evaluation is performed. This consists of the social network and start time of the interaction. This can be plotted at the case and call level.

Social network of the case-interaction on which the evaluation is performed.

Agent evaluated.

Total count of evaluations pending to be evaluated. This can be plotted at the case, case-interaction, or call level.

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

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

Date when the evaluation was assigned. This can be plotted at the case, case-interaction, or call level.

Manager of the evaluated agent.

Evaluation Status

The current status of the evaluation.

Evaluation Dispute Approved or Rejected by

The user who approved or rejected the dispute raised by an agent on an evaluation. This dimension stores the last user to take action on the dispute.

Evaluation Dispute Approved or Rejected On

The date and time when the dispute raised by the agent on an evaluation was either approved or rejected. This dimension captures the most recent dispute resolution timestamp.

Dispute Rejected Reason

The reason provided by the agent’s manager or supervisor for rejecting the dispute. This dimension stores the latest reason submitted for rejecting the dispute.

First intent detected within the messages of the case. This can be plotted at the case, case-interaction, or call level.

All intents detected at the L1 level in the messages within the case based on intent grouping. This can be plotted at the case, case-interaction, or call level.

All intents detected at the L2 level in the messages within the case based on intent grouping. This can be plotted at the case, case-interaction, or call level.

All intents detected at the L3 level in the messages within the case based on intent grouping. This can be plotted at the case, case-interaction, or call level.

All intents detected in the messages within the case. This can be plotted at the case, case-interaction, or call level.

All contact drivers detected in the case, including the initial and root contact drivers. This can be plotted at the case, case-interaction, call, or message level.

Primary contact driver of the case-interaction. This can be plotted at the case, case-interaction, call, or message level.

Final sentiment of the case.

Initial CSAT score captured for the case.

Final CSAT score captured for the case.

User who assigned the evaluation. This can be plotted at the case, case-interaction, or call level.

All contact drivers detected in the case, including the initial and root contact drivers, as a comma-separated list. This can be plotted at the case, case-interaction, call, or message level.

Name of the contact driver model from which the contact drivers are detected. This can be plotted at the case, case-interaction, call, or message level.

Unique ID mapped against the case-interactions on which contact drivers are detected.

Contact driver group detected at the L1 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L2 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L3 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L4 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L5 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L6 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L7 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L8 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L9 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L10 level. This can be plotted at the case, case-interaction, call, or message level.

All intents detected in the messages within the case as a comma-separated list. This can be plotted at the case or case-interaction level.

Count of all intents detected in the case.

Unique identifier of the case-interactions on which contact drivers are detected, consisting of the social network and start time of the interactions.

Case Intent Evaluated Interaction

Provides the specific case interaction in which the intent was detected. This data can be plotted at the case level.

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

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

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

Number of times the checklist item is evaluated.

User who performed the evaluation.

Name of the checklist used for performing the evaluations.

Agent on which the evaluation is performed.

Responses filled on checklist items during evaluation.

Date when the evaluation was performed.

Manager of the evaluated agent.

Manager of the auditor.

Campaign of the case on which the evaluation is performed.

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

Scores for the checklist items as dimensions.

Designation of the auditor who performed the evaluation.

Federation ID of the auditor who performed the evaluation.

Department of the auditor who performed the evaluation.

Department of the agent on which the evaluation is performed.

Date when the case-interactions were assigned for evaluation.

Different levels of evaluations performed.

Designation of the agent on which the evaluation is performed.

Federation ID of the agent on which the evaluation is performed.

Department of the agent on which the evaluation is performed.

Name of the checklist used for performing the evaluations.

Agent on which the evaluation is performed.

User who performed the evaluation.

User who performed the calibration evaluation.

Level of alignment between the calibrator and auditor on the evaluation.

Manager of the evaluated agent.

Manager of the auditor.

Manager of the calibrator.

Date when the auditor submitted the evaluation.

Evaluation type of the evaluation done by the auditor.

Total number of calibrations computed.

Date when the calibrator submitted the evaluation.

Date when the calibration evaluation was modified.

Evaluation score given by the auditor.

Evaluation score given by the calibrator.

Different levels of evaluations performed.

Auditor against whom the calibration evaluation is performed.

Social network of the evaluated case-interactions.

Response submitted by the auditor for checklist item - <ChecklistItemName> (Checklist_Name) in list format.

Response submitted by the auditor for checklist item - <ChecklistItemName> (Checklist_Name).

Response submitted by the calibrator for checklist item - <ChecklistItemName> (Checklist_Name) in list format.

Response submitted by the calibrator for checklist item - <ChecklistItemName> (Checklist_Name).

Initial score of the evaluation on which the auditor raised a dispute.

Checklist items on which a dispute is raised.

List of checklist items on which a dispute is raised.

Comments or explanations provided while raising a dispute on an evaluation.

Total number of disputes raised on the evaluation.

Alignment percentage of the checklist category - <CategoryName> + (<Checklist_Name>).

Variance (difference between the calibrator score and auditor score) of the checklist item - <Item_Name> (Checklist_Name).

Variance (difference between the calibrator score and auditor score) of the checklist category - <Category_Name> (Checklist_Name).

Item Variance (M)

The variance refers to the difference between the calibrator score and the auditor score of the checklist items.

Count of total evaluations (Manual + AI). This can be plotted at the case, case-interaction, or call level.

Total count of AI evaluations. This can be plotted at the case, case-interaction, or call level.

Total count of manual evaluations performed. This can be plotted at the case, case-interaction, or call level.

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

Timestamp when the call was initiated.

Recording URL of the call.

Total count of evaluations pending to be evaluated. This can be plotted at the case, case-interaction, or call level.

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

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

Date when the evaluation was assigned. This can be plotted at the case, case-interaction, or call level.

User who assigned the evaluation. This can be plotted at the case, case-interaction, or call level.

All contact drivers detected on the case, including the initial as well as root contact driver. This can be plotted at the case, case-interaction, call, or message level.

Primary contact driver detected. This can be plotted at the case, case-interaction, call, or message level.

All contact drivers detected on the case, including the initial as well as root contact driver, represented as a comma-separated list. This can be plotted at the case, case-interaction, call, or message level.

Name of the contact driver model from which contact drivers are detected. This can be plotted at the case, case-interaction, call, or message level.

Unique ID mapped against the call on which contact drivers are detected.

Contact driver group detected at the L1 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L2 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L3 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L4 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L5 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L6 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L7 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L8 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L9 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L10 level. This can be plotted at the case, case-interaction, call, or message level.

Unique identifier of the case-interactions on which contact drivers are detected, including the social network of interactions and interaction start time.

First granular level intent detected on the case.

Grouping or categorization of intents detected on a case, based on L2 intents in the intent grouping configured.

Grouping or categorization of intents detected at the granular level on a case, based on L3 intents in the intent grouping configured.

Intents detected at the granular level on a case, typically at the lowest level of intent categorization.

Intents detected at the most granular level on the case.

User who performed the evaluation.

Name of the checklist used for performing the evaluations.

Unique identifier of the case-interaction on which the evaluation is performed. This consists of the social network and start time of the interaction. This can be plotted at the case and call level.

Social network of the evaluated case-interactions.

Agent on which the evaluation is performed.

Total count of insights detected at the message level. Insights are identified through AI evaluations conducted on the case-interactions.

Total count of positive insights detected at the message level. Insights are identified through AI evaluations conducted on the case-interactions.

Total count of negative insights detected at the message level. Insights are identified through AI evaluations conducted on the case-interactions.

Specific phrase within a message on which an insight is detected. Insights are identified through AI evaluations conducted on the case-interactions.

Reason due to which an insight is detected on a message. Insights are identified through AI evaluations conducted on the case-interactions.

Checklist item against which an insight is detected on the message.

Text of the inbound message.

Category of the mistake where the insight is detected on the message.

Suggested corrections or improvements for insights on the messages where mistakes are detected.

Total mistakes on the message where the insight is detected.

Case number associated with the message.

All intents detected on the messages within the case.

All intents detected at the L1 level on the messages within the case based on the intent grouping.

All intents detected at the L2 level on the messages within the case based on the intent grouping.

All intents detected at the L3 level on the messages within the case based on the intent grouping.

Sentiment of the message.

CSAT score of the message.

All contact drivers detected on the case including the initial as well as root contact driver. This can be plotted at the case, case-interaction, call, or message level.

Primary contact driver detected. This can be plotted at the case, case-interaction, call, or message level.

All contact drivers detected on the case including the initial as well as root contact driver represented as a comma-separated list. This can be plotted at the case, case-interaction, call, or message level.

Name of the contact driver model from which contact drivers are detected. This can be plotted at the case, case-interaction, call, or message level.

Unique ID mapped against the message on which contact drivers are detected.

Contact driver group detected at the L1 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L2 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L3 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L4 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L5 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L6 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L7 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L8 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L9 level. This can be plotted at the case, case-interaction, call, or message level.

Contact driver group detected at the L10 level. This can be plotted at the case, case-interaction, call, or message level.

Unique identifier of the case-interactions on which contact drivers are detected, consisting of the social network of interactions and interaction start time.

Indicates the status of the coaching session, such as Completed, Canceled, Started, or Scheduled.

Refers to the user who initiated and created the coaching session.

Encompasses all users involved in the coaching session.

Specifies whether the participant plays the role of Coach or Trainee.

Identifies the user responsible for conducting the coaching session.

Represents users who actively participate in the coaching session.

Indicates whether a participant declined the coaching session request.

Provides the reason behind a participant's decision to decline the coaching session.

Lists reference cases selected for discussion during the coaching session.

Describes the specific areas or topics covered in the coaching session.

Specifies whether the session took place online or offline.

Offers insights into why a coaching session was canceled.

Differentiates between auto-cancellation, cancellation by the coach, or participants declining.

Identifies the user responsible for canceling the session.

Displays the last timestamp when session details were modified.

Indicates the scheduled commencement time of the coaching session.

Specifies the planned conclusion time of the coaching session.

Reflects the time when the coaching session details were last modified.

Denotes the time at which the session was initially scheduled.

Represents the time when the coaching session officially began.

Indicates the time when the coaching session was successfully concluded.

Specifies the time when the coaching session was canceled.

Refers to the unique identifier associated with each coaching session.

Refers to the notes taken during the coaching session.

Quantifies the duration of the coaching session in minutes.

Enumerates the total number of participants involved in the session.

Records the overall count of coaching sessions.

Indicates the time when the coaching session was created.

Date and Time on which evaluations get unassigned automatically by the system.

Date on which the evaluation was assigned. This can be plotted at the case, case-interaction or call level.

User who performed the evaluation.

Agent on which an evaluation is performed.

Auditor against whom the calibration evaluation is performed.

Evaluated Agent Manager

Manager of the evaluated agent.

Unassigned Evaluations Count (M)

The count of evaluations that get unassigned.

Feedback provided is positive or negative.

Feedback reason selected by the user providing the negative feedback.

The username of the individual who provided the feedback.

The date and time when the user provided the feedback.

Insights selected in the feedback which are incorrectly detected.

Messages selected in the feedback where an insight should have been detected.

Comment inputted by the user in the feedback.

Expected score of the checklist item on which feedback is provided.

The ID associated with the case number.

The total number of feedback entries provided on the checklist item.

The checklist item on which feedback is provided.

The AI score on the checklist item.

The difference between the feedback score and the original score for the checklist item.

The interaction ID of the case interaction on which the feedback is provided.