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Back to Reports List The Evaluation Form Summary Report provides interaction-level evaluation results across selected evaluation forms. It combines conversation details, evaluation outcomes, sentiment analysis, audit information, contact direction, duration status, evaluation form details, and evaluation metric results to help supervisors analyze evaluated interactions across channels, queues, and agents. The report exports interaction metadata together with evaluation results, including conversation identifiers, queue information, language, scored agent, sentiment score, detected topics, escalation status, evaluation score, pass/fail status, fatal interaction indicators, audit score, contact direction, duration status, evaluation form, and metric-level evaluation details for each applicable evaluation criterion.

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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 one or more filters to refine the report, including 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 unavailable).
      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.

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Report Fields

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Interaction Evaluation Summary Report

The report exports one row for each evaluated interaction and includes conversation details, evaluation outcomes, sentiment analysis, audit information, interaction status, evaluation form, metric-level evaluation details for each applicable evaluation criterion, and any optional fields selected during report configuration.
The exported report contains only evaluated interactions. Interactions below the configured duration threshold are excluded from the report.

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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

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Generated CSV Fields

  • Format: CSV file
  • File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
The generated CSV exports one row for each evaluated interaction and includes interaction metadata, evaluation outcomes, sentiment analysis, audit information, contact direction, duration status, evaluation form details, metric-level evaluation results, and any selected optional fields. Typical exported information includes: Conversation ID, Channel, Queue, Last Queue, Language, Agent, Scored Agent, Start Time, Sentiment Score, Topics, Escalation, Kore Evaluation Score, Is Passed, Is Fatal Interaction, Audit Score, Contact Direction, Duration Status, Evaluation Form, Evaluation Metric Columns, and Optional Fields.
The exported report includes additional metric columns based on the metrics configured in the selected evaluation form. Depending on the evaluation form configuration, these columns can include metric values, metric scores, and evaluation results for each applicable evaluation criterion.
Additional metric columns are included based on the metrics defined in the selected evaluation form. Sample Evaluation Form Summary Report