View an interaction’s quality summary


前提条件

 The following permissions:

  • Analytics > Conversation Detail > View
  • Conversation > Communication > View
  • Quality > Evaluation > All

From an interaction’s detail page, click the Quality Summary tab to see existing evaluation and survey data for the interaction.

評価

View the following evaluation information related to the interaction:

  • The evaluation form name used with the evaluation.
  • The date the evaluation was assigned to the evaluator.
  • The assigned evaluator for the evaluation.
  • The status of the evaluation, such as pending, in progress, or complete.
  • Whether the agent has reviewed the evaluation

Perform following actions related to evaluations:

  • 質問やインタラクションのスコアなど、評価の詳細を閲覧するには、[割り当て日]をクリックします。
  • インタラクションの評価、または品質評価者に評価を割り当てるには、[新しい評価の追加]をクリックします。
  • To remove an evaluation, select the evaluation and click Delete Selected Evaluations.
    Note: Deleted evaluations may still show up in search results and reports.

Completed Surveys

View the following survey information about the surveys related to the interaction:

  • The survey form name
  • The survey’s status, which can include:
    • Pending: PureCloud has prepared to send the survey invitation but has not sent it yet. 
    • Sent: PureCloud sent the survey invitation to the customer and then received a successful delivery notification.
    • In Progress: Customer clicked the survey link.
    • Finished: Customer submitted the survey.
    • Error: An error occurred and PureCloud could not send the survey. For example, the customer’s email address was invalid.
    • Opt Out: The customer requested not to receive surveys. For more information, see Note an External Contact’s survey opt-out preference
    • Expired: The survey link is older than 90 days.
  • The survey score
  • The Net Promoter Scoresm (NPS)
  • To view the survey questions and responses, click the survey score. 

Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.