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  • 1.  Evaluation reports

    Posted 10-13-2022 13:18
    No replies, thread closed.
    Is there any way to pull reports on evaluators?  Such as the number of evals completed in a day, week, and month.
    #QualityManagement

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    Daniel Cross
    Bright Horizons Family Solutions LLC
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  • 2.  RE: Evaluation reports

    Posted 10-16-2022 18:22
    No replies, thread closed.
    Kind of, sort of.  If you go to Performance then Overview, you can specify a timeframe at the top and see the numbers completed and assigned:


    There is a canned report under Reports for Agent Quality, but none for QM managers.

    The Avtex Insights product has some more for Evaluations:






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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Evaluation reports

    Posted 10-18-2023 11:27
    No replies, thread closed.

    Good morning

    There are limitations with the evaluation overview which include but are not limited to the following:

    1. Only one evaluator can be viewed at a time (ouch)
    2. The columns cannot be sorted - so even if I run by form on XX date or date range, I would still need enter each evaluators name to review (not efficient)
    3.  An export cannot be created to run daily/weekly etc... If pulling as an export from interactions under workspace the report is based on interaction date rather than evaluation date
    4. Reports as a tab were retired in September 2023 so no longer an option. 

    I would love to see an in-platform solution that did not require the use of an external source to see the quick hit items related to evaluations. 



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    Glenda Kingston
    Sedgwick Claims Management Services, Inc.
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    Original Message


  • 4.  RE: Evaluation reports

    Posted 10-18-2023 16:13
    No replies, thread closed.

    There is also this idea:

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-316

    Which has 20 merged ideas all asking for Evaluation Reporting enhancements. Unfortunately in the Upcoming Development bucket currently so not likely to see it in the next 12 months. 



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    Anton Vroon
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    Original Message


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