View an evaluation report

Request:

GET /api/v2/evaluation_reports/<report-id>.json

Example of response (shortened to one section with one question):

{
  "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",
    "modified_time": "2024-09-05T16:08:12.868276-07:00",
    "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,
    "strengths_feedback": "Clear greeting and confident product explanation.",
    "improvement_feedback": "Verify the caller's phone number before discussing account details.",
    "additional_feedback": null,
    "report_points": 75,
    "report_max_points": 95,
    "pass_threshold": 80,
    "score": 78,
    "is_passed": false,
    "form_revision": 2246927,
    "revision": 2397591,
    "sections": [
      {
        "section_id": "a344ebc1-a0cf-431b-a8f0-82fdff9f0e90",
        "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": [
          {
            "question_id": "0975dbfe-6438-41a2-be45-a4d080107731",
            "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 Acme 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,
            "answer_auto_score_pos_end": null,
            "override": null,
            "override_title": null,
            "override_type": null,
            "override_points": null,
            "override_comment": null,
            "override_by_user_id": null,
            "form_revision": null,
            "revision": 2397591
          }
        ]
      }
    ]
  }
}

Report attributes

Attribute	Type	Description
`report_id`	UUID	Unique ID of the evaluation report.
`form_id`	UUID	ID of the evaluation form.
title, description	string	Title and description of the form at the time of the evaluation.
type	string	`manual` or `auto`.
status	string	Status of the evaluation: pending - the call is marked for evaluation in_progress - the evaluation is in progress agent_review - sent to the agent for a mandatory review (acknowledge or dispute) disputed - disputed by the agent completed - completed; counts in the agent's metrics voided - voided; visible but excluded from the metrics
`agent_review_status`	string or null	`no_review`, `in_progress`, `disputed`, or `acknowledged`.
`assigner_user_id`, `evaluator_user_id`	UUID or null	Users who assigned and performed the evaluation. `null` for automatic evaluations.
`agent_user_id`	UUID	The evaluated agent.
`call_id`	UUID	The evaluated call.
`created_at`, `modified_time`	datetime	Creation and last modification time.
`evaluation_started_at`, `evaluation_completed_at`	datetime	When the evaluation started and completed.
`agent_review_started_at`, `agent_review_completed_at`	datetime or null	When the agent's review started and completed.
`evaluation_deadline`, `agent_review_deadline`	datetime or null	Due dates of the evaluation and of the agent's review.
`agent_can_view`, `agent_review_mandatory`, `agent_can_dispute`	boolean or null	Whether the agent can view the report, must review it, and can dispute it.
`strengths_feedback`, `improvement_feedback`, `additional_feedback`	string or null	Feedback of the evaluator: strengths, improvement areas, and additional comments. Up to 8192 characters each.
`report_points`, `report_max_points`	integer	Points awarded and maximum possible points.
`pass_threshold`	integer	Passing score, 0 to 100.
score	integer	Overall score, 0 to 100.
`is_passed`	boolean or null	Whether the evaluation passed.
`form_revision`, `revision`	integer	Revision of the form the report was scored with, and revision of the report.
sections	list	Sections of the report. See Section attributes.

Section attributes

Attribute	Type	Description
`section_id`	UUID	Unique ID of the report section.
`form_section_id`	UUID	ID of the section in the evaluation form.
title, description, weight, order		Copied from the form section.
comment	string or null	Comment of the evaluator on the section.
`answer_fail_form`	boolean or null	`true` when an answer in this section failed the whole evaluation.
`section_na`	boolean or null	`true` when the section is marked N/A and excluded from the score.
`section_points`, `section_max_points`	integer	Points awarded and maximum possible points in the section.
`pass_threshold`, `score`, `is_passed`		Passing score, score, and result of the section.
`form_revision`, `revision`	integer	Revisions.
questions	list	Questions of the section. See Question attributes.

Question attributes

Attribute	Type	Description
`question_id`	UUID	Unique ID of the report question.
`form_question_id`	UUID	ID of the question in the evaluation form.
title, description, type, `display_as`, weight, order		Copied from the form question. See Question attributes of the form.
comment	string or null	Comment of the evaluator, or the explanation of the AI assistant for `ai_assist` questions.
`answer_title`	string	Title of the selected option, or the entered value.
`answer_type`	string	Outcome of the answer: `points`, `na`, `na_section`, `fail_section`, or `fail_form`.
`answer_points`, `answer_max_points`	integer	Points awarded and maximum possible points.
`answer_auto_score_match`	boolean or null	For `auto_score` questions, whether the MQL condition matched.
`answer_auto_score_condition`	string or null	The MQL condition that was evaluated.
`answer_auto_score_pos_begin`, `answer_auto_score_pos_end`	integer or null	Position of the match in the call, in milliseconds.
override	boolean or null	`true` when a reviewer overrode the automatic answer.
`override_title`, `override_type`, `override_points`, `override_comment`, `override_by_user_id`		The overriding answer, its points, the reviewer's comment, and the reviewer.
`form_revision`, `revision`	integer or null	Revisions.

Response contains HTTP status code as shown in the following table.

Response	Description
200 OK	The evaluation report is returned in the response body
403 Forbidden	The request cannot be completed because API user has no permission to view evaluation reports
404 Not Found	Evaluation report with such ID does not exist, or it is outside the access scope of the API user