6. Quality Factor Layout Templates

Quality Factor forms and emails are configurable to include the information you want and exclude information you find unnecessary.

6.1. Configuration Files

If you want to modify the layout of Completed Evaluations or the content of Completed Evaluation Emails, use the Configuration Files page under System in Configuration Manager as seen below:

Figure 70— Quality Factor Reports Main Page

The Quality Factor templates are highlighted in red in the above image:

  • Completed Evaluation Email Template

  • Completed Evaluation Template

6.2. Completed Evaluation Email Template

This file allows you to customize the layout and information included in emails sent when actions are taken on an evaluation form both for the web and for its print formatting.

Lines beginning with # are comments. The first non-comment line defines the email’s subject. Remaining lines make up the email’s body. You can incorporate basic html to stylize text and include dynamically generated info blocks by Eventide Quality Factor Manual v2.8.3 63 including the variables below surrounded with double curly brackets (such as {{ip_eth0}} being used to place Recorder’s configured IP on eth0 into the email.)

Links to the recorder can be created by including a line like these:

Several variables for substitution are available:

  • {{ip_eth0}} - The Recorder’s configured IP on eth0

  • {{ip_eth1}} - The Recorder’s configured IP on eth1

  • {{loggerserial}} - The Serial # of the recorder

  • {{loggername}} - The Configured Name of the recorder

  • {{loggerfacility}} - The Configured Facility name of the recorder

  • {{action}} - The action performed on a completed evaluation

  • {{performed_by}} - The username of the user (agentID if the agent) carrying out the action

  • {{title}} - The Title of the completed evaluation

  • {{path}} - The Path on the recorder where the evaluation is located such that http://{{ip_eth0}}{{path}} will be a valid link if the IP on eth0 is reachable

6.3. Completed Evaluation Email Template Default

If you need to restore to the original layout, you can copy and paste the lines below to return to the default Completed Evaluation Template:

# Completed Evaluation Email Template # This file defines the contents of emails sent upon actions on completed evaluations. # Lines beginning with # are comments. The first non comment line # defines the email’s subject. Remaining lines make up the email’s body. # # Several variables for substitution are available: # {{ip_eth0}} The Recorder’s configured IP on eth0 # # {{ip_eth1}} The Recorder’s configured IP on eth1 # # {{loggerserial}} The Serial # of the recorder # # {{loggername}} The Configured Name of the recorder # # {{loggerfacility}} The Configured Facility name of the recorder # 64 Eventide Quality Factor Manual v2.8.3 # {{action}} The action performed on a completed evaluation # # {{performed_by}} The username of the user (agentID if the agent) carrying out the action # # {{title}} The Title of the completed evaluation # # {{path}} The Path on the recorder where the evaluation is located, # such that http://{{ip_eth0}}{{path}} will be a valid link if the IP on eth0 is reachable # # # The Following line is the email ttle Eventide NexLog [{{loggername}}]: Evaluation: {{action}} # # The following lines are the email body Eventide Quality Factor Software Evaluation Title: {{title}} Recorder: SN{{loggerserial}}- {{loggername}} Facility: {{loggerfacility}}

{{performed_by}} has performed the following action on an evaluation: {{action}}

6.4. Completed Evaluation Template

This file allows you to customize the layout and information included in a completed evaluation form both for the web and for its print formatting. You can incorporate basic html to stylize text and include dynamically generated info blocks by including the variables below surrounded with double curly brackets (such as {{call_info_table}} being used to place a table containing information about the calls being evaluated.)

Several variables for substitution are available:

  • {{agent}} - The agent ID of the agent being evaluated.

  • {{agent_comment}} - Section allowing an agent to comment once on the evaluation (only used if form is Single Comment Mode.)

  • {{annotations_table}} - The table containing annotations pertaining to the evaluation.

  • {{autofailed_questions}} - Information about autofailed questions.

  • {{call_info_table}} - The table containing call information.

  • {{end_print_section}} - A placeholder that denotes the end of content that should only be display when printing.

  • {{evaluation_actions}} - Section listing actions performed on the evaluation (only used if form is set to Multiple Comments with Actions.)

  • {{evaluation_date}} - The date the evaluation was completed.

  • {{evaluation_info_table}} - The table containing information about the completed evaluation.

  • {{evaluation_title}} - The Completed Evaluation’s title.

  • {{evaluation_title_editable}} - The Completed Evaluation’s title with option to edit the title.

  • {{evaluator}} - The evaluator username.

  • {{facility}} - The facility name.

  • {{final_score}} - Information about the final score.

  • {{flagged_questions}} - Information about flagged questions.

  • {{form}} - The name of the form used for the evaluation

  • {{full_results}} - Section containing the results of the completed evaluation

  • {{group}} - The group name to which the agent belongs

  • {{line}} - A horizontal line to be drawn to separate different sections

  • {{media_start_time}} The start time of the first call in the evaluation

  • {{newline}} - A formatting placeholder that will allow data to be displayed on the next line

  • {{print_format_button}} - A button that allows the evaluation to be viewed for printing

  • {{score}} - The overall score of the evaluation

  • {{skill_score_table}} - The table containing score breakdown by skill

  • {{start_print_section}} - A placeholder that denotes the start of content that should only be displayed when printing

  • {{tab}} - A formatting placeholder that will allow data to be displayed side-by-side

6.5. Completed Evaluation Template Default

If you need to restore to the original layout, you can copy and paste the lines below to return to the default Completed Evaluation Template:

# Completed Evaluation Template # This file defines the sections and layout of a completed evaluation # Lines beginning with # are comments. # 66 Eventide Quality Factor Manual v2.8.3 # Several variables for substitution are available: # {{agent}} The agent ID of the agent being evaluated # # {{agent_comment}} Section allowing an agent to comment once on the evaluation (if applicable) # # {{annotations_table}} The table containing annotations pertaining to the evaluation # # {{autofailed_questions}} Information about autofailed questions # # {{call_info_table}} The table containing call information # # {{end_print_section}} A placeholder that denotes the end of content that should only be display when printing # # {{evaluation_actions}} Section listing actions performed on the evaluation (if applicable) # # {{evaluation_date}} The date the evaluation was completed # # {{evaluation_info_table}} The table containing information about the completed evaluation # # {{evaluation_title}} The Completed Evaluation’s title # # {{evaluation_title_editable}} The Completed Evaluation’s title, that is editable # # {{evaluator}} The evaluator username # # {{facility}} The facility name # # {{final_score}} Information about the final score # # {{flagged_questions}} Information about flagged questions # # {{form}} The name of the form used for the evaluation # # {{full_results}} Section containing the results of the completed evaluation # # {{group}} The group name to which the agent belongs # # {{line}} A horizontal line to be drawn to separate different sections # # {{media_start_time}} The start time of the first call in the evaluation # # {{newline}} A formatting placeholder that will allow data to be displayed on the next line # # {{print_format_button}} A button that allows the evaluation to be viewed for printing # # {{score}} The overall score of the evaluation # # {{skill_score_table}} The table containing score breakdown by skill # # {{start_print_section}} A placeholder that denotes the start of content that should only be displayed when printing # # {{tab}} A formatting placeholder that will allow data to be displayed side-by-side # # # # Example: # # # <h1>Evaluation for Agent {{agent}} completed on {{evaluation_date}}, performed by {{evaluator}}.</h1> {{print_format_button}} # # {{agent}} scored {{score}} on form {{form}} # # {{evaluation_info_table}}{{tab}}{{call_info_table}} # {{skill_score_table}} # {{flagged_questions}} # {{line}} # {{full_results}} # {{line}} # {{evaluation_actions}} # <h1>Eventide Quality Factor - Completed Evaluation and Score</h1> {{print_format_button}} {{evaluation_title}} {{evaluation_info_table}}{{tab}}{{call_info_table}} {{annotations_table}} {{final_score}} {{skill_score_table}} {{flagged_questions}} {{autofailed_questions}} {{agent_comment}} {{line}} {{full_results}} {{line}} {{evaluation_actions}} {{start_print_section}} {{line}} {{newline}} <h1>Review:</h1> <h4> <br> Date Reviewed: _________/_________/______________ <br><br><br> Evaluator’s Name: ________________________________________________________________ <br><br><br> Agent’s Signature: ________________________________________________________________ <br> </h4> {{end_print_section}}