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 | 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 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 |
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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 | 2023/Week 08 |
Interaction Month | Month corresponding to the | 2023/Month 02 |