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Confusion on quality evaluations

  • 1.  Confusion on quality evaluations

    Posted 06-05-2025 18:11

    matthew | 2017-01-25 22:50:30 UTC | #1

    Hi, I've retrieved some data from the Evaluation Aggregates API but I'm confused with the results :

    "QueueName": "SP-CustomerGeneral", "Date": "2016-12-03T15:00:00", ​"Name": "Sam Smith", ​"Ototalcriticalscore Max": 100, "​​Ototalcriticalscore Sum": 100, "Nevaluations Count": 2, "Ototalscore Max": 87, "Ototalscore Sum": 87, ​ In this example we have 2 evaluations in this hour, with a total score sum of 87, and total critical score of 100. How can the max score equal the sum on both the total and critical score? one of those figures must be wrong.

    Also whats the difference between the critical score and non critical score?

    hope you can help clarify it!

    thanks!

    tim.smith | 2017-01-25 23:51:23 UTC | #2

    The score and critical score are based on different data, and will often have different values. The critical score is a calculation of only the critical questions while the score is a calculation of all questions. See the Resource Center article Quality administration | Scoring and related articles for more information about how evaluations are scored.

    In the sample evaluation below, you can see that the one question is critical, and one is not. This results in a perfect score for both, but the non-critical score includes both questions.

    <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/ae9efacdd6433dace6156ab8b0551882e3de1424.jpg" width="690" height="310">

    If you have questions about configuring evaluations or how the product works (not API related), those questions are probably better suited for the PureCloud Community Forum.

    matthew | 2017-01-26 12:14:48 UTC | #3

    Thanks thats explained about the critical questions. however what about the Max and Sum aggregations coming back from the API are still confusing. The max cannot equal the sum where there is more than 1 evaluation (unless one of the scores is 0) :

    "Nevaluations Count": 2, "Ototalscore Max": 87, "Ototalscore Sum": 87,

    Can you confirm this is an issue?

    thanks.

    tim.smith | 2017-01-26 15:59:40 UTC | #4

    I don't have access to your data to look at the evaluations. Can you pull up the evaluations that are being counted for that interval/queue/user and see how they're scored?

    system | 2017-08-28 19:31:25 UTC | #5

    This post was migrated from the old Developer Forum.

    ref: 843



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