Overview
To help provide better insight to behind scenes of your QA program, Admin users can export historical automation run results and assignment progress.
Exporting Results
To export these results, head over to the Automations page as an Admin user, and locate the button labeled "Download Automation Run Results".
Clicking on this button will populate a form where you will need to fill out the following information:
Select up to 10 automations you want to export results for
This is limited to Agent QA automations
Define the time frame for what results should be included
Time frame at max can look back 30 days
Automations that have run within the time frame are included on the Automation Summary CSV
Assignments that are created within the time frame are included in the Assignment Tracking Progress CSV
CSV Breakdown
CSV: Automation Run Result
Column Name | Description |
Automation Run Date | When the automation ran for the assignment created |
Assignment Name | Name of the assignment created for the automation run date |
Automation Name | Name of the automation that created the assignment |
Agent Name | Name of the agent (according to agent profile) the assignment was created for |
Agent ID | Agent ID (according to agent profile) of the agent the assignment was created for |
Agent Email | Agent's Email (according to agent profile) of the agent the assignment was created for |
Expected Tickets | Number of expected tickets the automation was expected assign |
Primary Search Assigned Tickets | Number of tickets assigned by the primary search filter |
Backup Search Assigned Tickets | Number of tickets assigned by a backup search filter (if applicable) |
Assigned Ticket IDs | Ticket IDs for all tickets associated with the specific assignment |
Assigned Graders | Number of graders assigned to the assignment for grading |
Assignment Link | Link to the ticket review |
CSV: Assignment Tracking Progress
This CSV will also include any assigned manually made Agent QA assignments as well. If you believe you are missing an assignment from the list, make sure to check:
Assignment/Ticket Review in question is actively assigned to a user for grading
Assignment/Ticket Review is assigned to a user whose role is allowed to create QA scores (this can be verified in Role Permissions)
Column Name | Description |
Agent Name | Shows agent name as seen in agent profile |
Agent Email | Shows agent email as seen in agent profile |
Ticket ID | Ticket ID associated with ticket assigned |
Automation Name | Name of automation that assigned the ticket |
Date Assigned/Created | Date the ticket was assigned |
Due date of assignment | Due date of assignment (if valid) |
Last Graded Date | Last date grade on ticket was updated (if valid) |
Ticket Review ID | Shows what Ticket Review the ticket is in |
Graded | Returns True if ticket is graded and false if not graded. Draft scores do not count as graded |
QA Score | Shows Agent QA score given to ticket |
Grader Name | Shows grader name who was assigned to grade the ticket |
Grader Email | Shows grader email who was assigned to grade the ticket |