View an Evaluation Report
Request to view an evaluation report data:
GET /api/v2/evaluation_reports/<report-id>.json
Example of response:
{
"evaluation_report": {
"report_id": "def48768-db17-411b-928f-a673b1b01509",
"form_id": "cd61b307-5e74-4c4b-b50a-f47100d51959",
"title": "Inbound Score Card",
"description": null,
"type": "auto",
"status": "completed",
"agent_review_status": null,
"assigner_user_id": null,
"evaluator_user_id": null,
"agent_user_id": "f56a384a-9e26-4ed6-96fe-e4976e1a0448",
"call_id": "86b33b93-287f-5a26-845f-3130b37a8368",
"created_at": "2024-09-05T16:08:08.553936-07:00",
"evaluation_started_at": "2024-09-05T16:08:08.695511-07:00",
"evaluation_completed_at": "2024-09-05T16:08:12.868276-07:00",
"agent_review_started_at": null,
"agent_review_completed_at": null,
"evaluation_deadline": null,
"agent_review_deadline": null,
"agent_can_view": null,
"agent_review_mandatory": null,
"agent_can_dispute": null,
"comment": null,
"report_points": 75,
"report_max_points": 95,
"pass_threshold": 80,
"score": 78,
"is_passed": false,
"form_revision": 2246927,
"revision": 2397591,
"sections": [
{
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"form_section_id": "a6c77eb8-191e-4eb6-a9ec-dddddc01c2c4",
"title": "Greeting",
"description": null,
"weight": 1,
"order": 1,
"comment": null,
"answer_fail_form": null,
"section_na": null,
"section_points": 35,
"section_max_points": 35,
"pass_threshold": 70,
"score": 100,
"is_passed": true,
"form_revision": 2246927,
"revision": 2397591,
"questions": [
{
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"form_question_id": "8d64b248-63e0-487c-8a1f-c339c988e30e",
"title": "Did the agent greet the caller appropriately?",
"description": "The agent must thank the customer for calling, ask politely how he/she can help, etc.",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 1,
"comment": "Yes - The agent greeted the caller by saying \"Good afternoon, thank you for calling No Life Healthcare.\"",
"answer_title": "yes",
"answer_type": "points",
"answer_points": 10,
"answer_max_points": 10,
"answer_auto_score_match": null,
"answer_auto_score_condition": null,
"answer_auto_score_pos_begin": null,
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"override": null,
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},
{
"question_id": "a7e8c021-eab5-40e6-b059-b99e26c8c20e",
"form_question_id": "a6f54e41-e7c6-476e-a04c-6df815b74760",
"title": "Did the agent introduce themself?",
"description": "The agent must introduce themselves by saying someting like 'This is NAME', 'NAME speaking', 'My name is NAME' or similar.",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 2,
"comment": "Yes - The agent introduced themselves by saying, \"My name is John Doe.\"",
"answer_title": "yes",
"answer_type": "points",
"answer_points": 15,
"answer_max_points": 15,
"answer_auto_score_match": null,
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"revision": 2397591
},
{
"question_id": "0bb6b066-4b2f-4053-b725-134d1d6aecc0",
"form_question_id": "084ec1fa-3927-4e85-ad94-fc87c56bafce",
"title": "Did the agent mention their company name?",
"description": "",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 3,
"comment": "Yes - The agent mentioned the company name as \"No Life Healthcare\" during the greeting.",
"answer_title": "yes",
"answer_type": "points",
"answer_points": 10,
"answer_max_points": 10,
"answer_auto_score_match": null,
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"revision": 2397591
}
]
},
{
"section_id": "4b528600-4bcc-4084-a38e-2b20e8e6aab1",
"form_section_id": "3a3e9a88-3b70-4e12-ab2f-8efb3eb9a30e",
"title": "Verification",
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"weight": 1,
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"revision": 2397591,
"questions": [
{
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"form_question_id": "bdd54411-a967-4113-89b1-6edaada7031c",
"title": "Did the agent ask for the caller's name?",
"description": "The agent must ask the customer's name if the caller didn't introduce themselves. Answer \"N/A\" if the customer's name was known to agent or the customer introduced themselves.",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 1,
"comment": "No - The agent did not ask for the caller's name since the customer introduced themselves as Don.",
"answer_title": "no",
"answer_type": "points",
"answer_points": 0,
"answer_max_points": 10,
"answer_auto_score_match": null,
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{
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"form_question_id": "f5c77aba-e6a5-44d8-8f24-525e086a7820",
"title": "Did the agent ask for the caller's telephone number?",
"description": "The agent must verify the caller's telephone number or account number. Answer \"N/A\" if such an invormation was know nto the agent.",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 2,
"comment": "N/A - The agent did not ask for the caller's telephone number as the customer provided their member ID.",
"answer_title": "n/a",
"answer_type": "na",
"answer_points": 0,
"answer_max_points": 10,
"answer_auto_score_match": null,
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"form_revision": 2246927,
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]
},
{
"section_id": "a6e4470a-6ee0-4fe6-b792-5371ddd110ac",
"form_section_id": "896ac6cc-b1e9-4d2a-bced-59ad3382160b",
"title": "Problem resolution",
"description": null,
"weight": 1,
"order": 3,
"comment": null,
"answer_fail_form": null,
"section_na": null,
"section_points": 30,
"section_max_points": 40,
"pass_threshold": 70,
"score": 75,
"is_passed": true,
"form_revision": 2246927,
"revision": 2397591,
"questions": [
{
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"form_question_id": "261dc3fe-55be-11ee-95e4-1207ffee24c3",
"title": "Did the agent resolve all the customer's problems and answer all their questions?",
"description": "",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": -10,
"comment": "No - The agent provided information and scheduled a telehealth appointment, but the customer had a question about whether to stop taking Tylenol or Advil, which the agent did not clearly address.",
"answer_title": "no",
"answer_type": "points",
"answer_points": 0,
"answer_max_points": 10,
"answer_auto_score_match": null,
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},
{
"question_id": "cdc1d55f-2b3c-494d-95fa-bd9afa1c88ca",
"form_question_id": "685f5306-1e00-42ef-90a4-2315f7532dce",
"title": "Did the customer request to speak to a supervisor or manager?",
"description": "",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 1,
"comment": "No - The customer did not request to speak to a supervisor or manager at any point during the call.",
"answer_title": "no",
"answer_type": "points",
"answer_points": 10,
"answer_max_points": 10,
"answer_auto_score_match": null,
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"revision": 2397591
},
{
"question_id": "a3dda75c-d080-4b28-93ea-721b34fb0d54",
"form_question_id": "30a8dc77-6a35-413b-91b1-9c74eddfafae",
"title": "Was the customer satisfied with the resolution?",
"description": "",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 2,
"comment": "Yes - The customer expressed appreciation for the agent's advice and thanked them, indicating satisfaction with the resolution.",
"answer_title": "yes",
"answer_type": "points",
"answer_points": 20,
"answer_max_points": 20,
"answer_auto_score_match": null,
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"answer_auto_score_pos_begin": null,
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}
]
},
{
"section_id": "a1fe7be2-5290-4a4a-8eeb-06c5c1148423",
"form_section_id": "bbdaff84-5c33-4a5e-9ee3-b7e07e2c3fed",
"title": "Closing",
"description": null,
"weight": 1,
"order": 4,
"comment": null,
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"section_points": 10,
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"pass_threshold": 70,
"score": 100,
"is_passed": true,
"form_revision": 2246927,
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"questions": [
{
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"form_question_id": "aa84fe9b-d78f-49d0-90e6-1699f411cf03",
"title": "Did the agent thank the customer for calling at the end of the call?",
"description": "",
"type": "ai_assist",
"display_as": "radio_inline",
"weight": 1,
"order": 1,
"comment": "Yes - The agent thanked the customer for calling at the end of the call by saying, 'Goodbye, Mr. John. Have a great day.'",
"answer_title": "yes",
"answer_type": "points",
"answer_points": 10,
"answer_max_points": 10,
"answer_auto_score_match": null,
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}
]
}
],
"modified_time": "2024-09-05T16:08:08.553936-07:00",
"_version_": 1
}
}