Sharpen Data Source: Scorecard Scores by Question

Field Name

Description

Example Values

Scorecard Name

The name assigned to the scorecard

Customer Service

Scorecard Id

Unique identifier associated with the scorecard name

985143AA48156B848D1

Scorecard Question

This field will display the question or prompt for a each section of the scorecard which the reviewer completes

Was the customer’s issue resolved?

Scorecard Question ID

A unique identifier associated with the Scorecard Question.

In the absence of any group by fields or summary functions, sorting the report first by Queue Call Manager ID ascending then by Scorecard Question ID ascending will arrange the report output so that interactions appear in chronological order and scorecard questions in the order in which they appear on the scorecard.

318468126

Answer

Score and/or comments input by the reviewer

Yes;

Did not confirm customer’s location;

10

Answer Score

If the value under the Answer field is numerical, the output of this field will match the Answer field. Otherwise, if the Answer field contains any non-numerical characters, the value in this field will be NULL.

Summary functions can be applied to this field to calculate average, min, max, etc. statistics on the non-weighted score (if any)

10,

NULL

Weighted Score

Weighted score given for the respective question (i.e. the value considered as part of the Overall Scorecard Score calculation)

0;

5;

10

Overall Scorecard Score

The overall scorecard score given for the interaction (not question specific)

90

Wrap Up Agent

Name of the last agent that handled and did not transfer the interaction

Lucas Schaller

Transferred From Agents

Other agents (if any) that handled and transferred the interaction

Bryan Bergland, Jacob West

Queue Call Manager ID

The unique identifier assigned to the interaction (as used in Queue Segment Activity, Queue Activity, etc.)

65966461

Queue Name

Name of the queue the interaction ended in

Reviewer

Name of the person that completed/scored the scorecard

Adam Settle

Created At

Date & time the scorecard was completed.

The Date Range selected when building the report in Insights will be based on this field; i.e. the date that the scorecard was completed.

2023-04-03 10:45:30

Interaction End Time

Date & time the interaction was completed.

2023-04-01 12:42:15

Interaction Week

Week corresponding to the Interaction End Time field. Recommend to be used for date/time groupings.

2023/Week 08

Interaction Month

Month corresponding to the Interaction End Time field. Recommend to be used for date/time groupings.

2023/Month 02