Reporting – Evaluation review report

The Evaluation review report found in the menu list under Reporting in the main header bar, shows the evaluations received (rating, and comment if one was provided) in the selected date range for the staff member, or for a selected question location; for example all evaluations received today for questions for the Reference team location; or, all evaluations received this month for responses provided by a particular staff member.  Default sort order is the date and time of arrival of the evaluation with the most recent at the top but the report will remember your favourite sort order.

The “With comments only” tick box allows this report to be restricted to only evaluations where both a rating and a comment were provided.  When this box is unticked this report shows ALL evaluations received in the selected period – important if you want to follow up on poor ratings even if an explanatory comment has not been provided.

There are three versions of this report:

– Evaluation review (system): reports across all locations and is available by default for System administrators only.  It is accessible for System Administrators from System>Statistics>Evaluation review.

– Evaluation review (local): reports on responses provided for the signed on user’s location ONLY and is available by default for Supervisors.  It is accessible for Supervisors from System>Statistics>Evaluation review.

– My evaluations report: reports on evaluations for responses provided by the signed on user only and is available for Supervisors and above only, by default.  It is accessible from Home>My evaluations.  This report is suitable for use by Regular staff but, because many customers will not want their Regular users to see it, if you want your Regular users to see this report, you will need to Grant them access to it in the Functions tab of their signon.

Above is an example of the system version of this report.  It shows enough information to determine which evaluations might need follow up action.  The results can be sorted by clicking the column headings.

In the top right of the screen are some Export options.  Clicking an Export option produces an Excel spreadsheet containing additional information such as the client contact details (if your System administrator has not denied that Function).

NOTE that some evaluation comments and “ratings” will arrive as text in imported emails.  To obtain best value from this report, it is important to train the staff who receive these notes about question updates or reopens that are actually evaluation comments, to copy and paste those comments into the Evaluation comment function using the [Client options] link in the Details tab for that Question, so they will appear in this report!  When the comment arrives as a reply email, the system can provide a Record as evaluation option, in the Answer menu list, for reapplying that update as an evaluation.

For information about how these evaluation ratings and comments are provided see Client evaluation of the response.