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  • 1.  Agent Evaluation Detailed Report Data Additions

    Posted 03-04-2024 20:14
    No replies, thread closed.

    Hi all,

    I'm wondering if there is an ability to add additional fields & values to the out-of-the-box Agent Evaluation Details report export. For example, the ability to add additional evaluation attributes such as conversation ID. Or, is this report pretty set in stone for what is exported?

    Thanks in advance!


    #QualityManagement

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    Zach Dimmer
    Willis Towers Watson - Benefits Outsourcing
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  • 2.  RE: Agent Evaluation Detailed Report Data Additions
    Best Answer

    Posted 03-05-2024 09:05
    No replies, thread closed.

    You don't custom field through UI Genesys Cloud.

    All fields of this report can be seen here: https://help.mypurecloud.com/articles/agents-evaluation-detail-view/

    Available columns

    Your customizations determine which metric columns the view shows.

    Column Description
    Release Date/Time

    The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation. 
    Score

    The overall evaluation score based upon an evaluator's responses on an evaluation form.
    Critical Score

    The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.
    Evaluation Form Name

    The name of the evaluation form used to score the agent. 
    Evaluator

    The name of the person who completed the evaluation. 
    Reviewed By Agent

    Whether the agent has reviewed the evaluation. 
    Interaction Date / Time

    The date and time of the interaction.
    Evaluation Date / Time

    The date and time of the evaluation.
    Media Type

    The media type of the interaction.
    Agent Comments

    Whether an agent has left a comment.

     

    Maybe you will be using this report with "Agent Development report": https://help.mypurecloud.com/articles/agent-development-detail-view/

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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