Evaluation Form Summary Report

Back to Reports List The Evaluation Form Summary Report provides aggregated metric-level adherence analysis across selected evaluation forms. The report helps compare compliance trends, adherence percentages, evaluated interaction counts, and fatal metric violations across channels, queues, and interaction types. The report includes:

Metric-level adherence analysis
Fatal metric violation tracking
Contact direction insights
Queue, language, and agent-based filtering
Adherence and failure trend analysis
CSV export and scheduled delivery

Each scorecard determines eligibility for evaluation. Threshold configuration can evaluate an interaction for one scorecard and exclude it from another.

Generate the Report

New report configuration:

Create the Report Follow the standard report creation process described in see Scheduled Reports.
Select Evaluation Summary Form Report from the Report Type list.
Select an Evaluation Form. At least one evaluation form is required.
Select the Date Range and Timezone.
Complete the Configuration — Filters section.
Select + Add Filter to add one or more filter rows.
Select a Filter Type, such as: Channel (Voice or Chat), Contact Direction (Inbound or Outbound), Queue, Language, and Agents.
Select the appropriate values for each filter selected.
Select Optional Fields to include additional supported columns in the generated CSV.
- The available optional fields depend on the selected evaluation form.
- Selected fields are appended as additional columns in the exported CSV.
Enter one or more email addresses in the Send Email to field to send the automated reports. At least one email address is required.
Select Next.
Complete the Schedule section to generate the report using the current configuration.

For information about report configuration, see Configure Schedule Reports.

This report includes only evaluated interactions associated with the selected evaluation forms. Interactions below the configured duration threshold are excluded from aggregated metrics unless they were manually evaluated.

Report Fields

Generated CSV Fields

The report exports aggregated evaluation results for each evaluation metric, including fatal metric status, interaction counts, applicability, adherence statistics, and overall adherence percentage.

Field	Description
Agent Blaming Customer	Evaluates whether the agent avoids inappropriately blaming the customer during the interaction.
Agent Maintain Professionalism	Evaluates whether the agent maintains professional behavior and communication standards throughout the interaction.
COMMON AU - GEN & DET	Evaluates agent understanding using Generative AI and deterministic evaluation criteria.
COMMON CU - GEN Both	Evaluates customer understanding and handling using Generative AI-based evaluation criteria.
COMMON Greeting Compliance Rate	Evaluates whether the agent follows the required greeting guidelines at the beginning of the interaction.
COMMON CU2 Price - DET & GEN	Evaluates the agent’s handling of pricing-related customer queries using deterministic and Generative AI criteria.
COMMON Proper Sign-off	Evaluates whether the agent follows the required closing and sign-off guidelines.
Resolution Compliance - Confirmation of Resolution Provided	Evaluates whether the agent confirms resolution delivery and communicates the outcome appropriately to the customer.
CU Leave Date and Agent Return Question	Evaluates whether the agent correctly handles customer queries related to leave dates and agent availability.
Chat Transfer	Evaluates whether the agent follows the required process when transferring chat interactions.
Test By Value 1st - Base Rate	Evaluates configured test-based metric criteria and adherence against the defined baseline value.
V2 Agent AI - Flight Booking Update	Evaluates agent performance for flight booking scenarios using Agent AI evaluation criteria.
V2 By Question - Base Rate	Evaluates responses using configured question-based evaluation criteria using the defined baseline rate.
V2 By Question - Flight Booking	Evaluates the agent’s response quality and adherence for flight booking-related queries using question-based evaluation criteria.
Is Fatal	Indicates whether the metric is configured as a fatal metric (`1 = Yes`, `0 = No`).
Total Interactions	Total number of interactions included in the metric evaluation.
Total Applicable Interactions	Number of interactions in which the metric was applicable.
Total Adhered Interactions	Number of applicable interactions that met the evaluation criteria.
Metric Adherence Percent	Percentage of applicable interactions that adhered to the evaluation criteria.

Report Behavior

Each row in the CSV represents a single evaluation metric and its aggregated performance across evaluated interactions. The available metrics depend on the configured evaluation form and may include standard or custom quality metrics, such as: Agent Blaming Customer, COMMON AU - GEN & DET, COMMON Greeting Compliance Rate, Other custom evaluation metrics

When the Contact Direction filter is applied, the report includes and aggregates only interactions that match the selected direction.

View and Download the Report

For information about viewing, downloading, managing reports, and adding, editing, or removing filters, see Manage Reports. Reports are exported in CSV format.

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Evaluation Form Summary Report

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Report Fields

Generated CSV Fields

Report Behavior

View and Download the Report

​Generate the Report

​Report Fields

​Generated CSV Fields

​Report Behavior

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Generate the Report

Report Fields

Generated CSV Fields

Report Behavior

View and Download the Report