We have multiple forms for the same media type - Standard, Coaching, and Self-Nominated calls and then Standard, Coaching and Self-Nominated Chats. I need to be able to filter on more than one type for the same media type so that I can get my evaluation scoring averages (ex: both Standard and Self-Nominated call scores count, so I need to be able to see them all grouped together WITHOUT the Coaching scores, which don't count).
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Amber Krueger
Assistant VP, Shareholder Services
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Original Message:
Sent: 08-11-2025 12:30
From: Mark Fagus
Subject: Report on eval avg score and critical score by media type needed
Hi Amber, most customers use unique evaluation forms for the different media types. By doing so, you can then filter by evalaution form. One of the new features coming slated for release next year is to be able to see Form, group, and question level reporting in the UI. It is available today via API.
Thanks!
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Mark Fagus
Senior Global WEM Business Specialist
Original Message:
Sent: 07-31-2025 09:07
From: Amber Krueger
Subject: Report on eval avg score and critical score by media type needed
Unless I'm missing how to do so, I'm not seeing a way to just filter evaluation forms by media type (so if it's evaluating an inbound phone call vs an inbound message via chat). There needs to be a way to do this, because we report our quality numbers by channel - we just implemented chat (message) and now those are commingled in with the call evals. Please help :)
#QualityEvaluations
#Reports
#Other/Not Sure
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Amber Krueger
Assistant VP, Shareholder Services
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