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Back to Reports List This report summarizes metric-level adherence across selected evaluation forms, providing aggregated compliance statistics and highlighting adherence rates and fatal metric violations. It includes channel (Voice or Chat) and contact direction (Inbound/ or Outbound or All Directions), along with evaluated counts, adherence percentages, and failure trends to compare compliance across queues, channels, and interaction types.

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Generate Evaluation Form Summary Report

  1. Create the New Report
    1. On the Reports tab, select + New Report.
    2. From the Create New Report list, select the Evaluation Form Summary Report. Report Selection
    3. Select Next.
  2. Complete the General settings.
    1. Enter a unique Name for the report.
    2. Enter a Description.
    3. Select Next. General Settings
  3. Complete the Configuration — Filters and Options.
    1. Select an Evaluation Form to define the data scope (at least one form is required).
    2. Select a Date or date range.
    3. Select a Timezone.
    4. Configure the required Filter.
      1. Select the required filter options such as Channel (Voice or Chat) with Contact Direction (Inbound or Outbound or All Directions), Queue, Language, Agents, Agent Groups, and Duration Status (evaluated, below threshold, and duration threshold).
      2. Set the corresponding values for the selected/added filters.
    5. Select Optional Fields to add additional columns to the report export.
    6. Enter one or more addresses in the Send Email to field to send the automated reports (minimum one required).
    7. Select Next. Configure Filters
  4. Complete the Schedule to generate a report with the current configuration.
    1. Choose Run on Demand or Schedule.
      • Run on Demand: Generates the report immediately.
      • Schedule: Generates the report automatically.
    2. If you select Schedule:
      1. Choose a Frequency or Repeat (Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly).
      2. Select a Start Date and Timezone.
      3. Select Save.
        This report includes only evaluated interactions in all aggregated metrics. Interactions below the duration threshold are not included in any aggregated metrics.

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Report Fields

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Metric Adherence Summary Report

Summarizes metric-level adherence across selected evaluation forms for eligible evaluated interactions. Includes total and applicable interactions, adhered interactions, adherence percentage, fatal metric flags, and contact direction breakdown (Inbound or Outbound or Combined) for compliance comparison. Only interactions with duration_status = evaluated are included in calculations; below_threshold and duration_unavailable are excluded from all adherence aggregates.
When the Contact Direction filter is applied, the report aggregates only interactions matching the selected direction.
Metric NameContact DirectionIs FatalTotal InteractionsTotal Applicable InteractionsTotal Adhered InteractionsMetric Adherence Percentage
Agent Blaming the CustomerInbound0333100.00
COMMON AU - GEN & DETBoth0311100.00
CU Leave Date and Agent Return QuestionOutbound0311100.00
STF CU Agent RespondsInbound03000.00
Speech CrosstalkBoth033266.67

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View and Download the Report

  1. On the Reports tab, locate the report in the Actions column.
  2. Select More options (⋮), then select History.
  3. Select Download to save the report as a CSV file.

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Report Format

  • Format: CSV file
  • File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv Sample Evaluation Form Summary Report