Agent Development Detail view
The following permissions:
- Learning > Assignment > View
- Coaching > Appointment > View
- UI > Supervisor Agent Details > View
- Directory > User > View
The Agent Development Detail view displays information about an agent’s assigned, in progress, and completed coaching appointments and informational learning modules. View detailed coaching appointment and learning module information, such as assigned by, assigned date, completion date, due date, and status.
To view agent coaching appointment and learning module detailed information, click Performance > Workspace > Agent and then click Development. From the Agent Development Summary view, click an agent’s name. The Agent Development Detail view displays. You can customize the detail view with filters and column controls.
To save the view with your filter and column settings, click Save .
To export the data in the view, click Export .
This view does not automatically update. To see the most current data, click Refresh .
Complete the scheduling steps. For more information on scheduling a coaching appointment, see About coaching, and Schedule a coaching appointment.
Customize the view
Customize the Agent Development Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of coaching appointment and learning module data. Your customizations remain in effect even if you leave and return to the view. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
The view displays data for coaching appointments and informational learning modules for the date range selected for the view.
Use the date filter to customize the Agent Development Detail view.
Select the Key Date to filter the view by the Due Date of the coaching appointment or learning module. Or, select Completion Date to filter the view by the date the coaching appointment or learning module was completed.
Use presets to filter metrics by date, or configure a custom date range.
To use a preset to filter metrics, complete the following steps:
- Click the date to display the date filter.
- In the Presets list, select a preset date option.
|Today||Shows data for the time period that includes the current day.|
|Yesterday||Shows data for the previous day.|
|This week||Shows data for a Sunday through Saturday time period.|
|Last week||Shows data for the previous week, Sunday through Saturday.|
|Previous 7 days||Shows data for the previous seven days.|
|This month||Shows data for the current month, with no extra days.|
|This month by week||Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.|
|Last month||Shows data for the previous calendar month with no extra days.|
|Previous 30 days||Shows data for the previous 30 days.|
|Previous 3 months||Shows data for the previous 3 months.|
|Day||Shows data for a single 24-hour day.|
|Week||Shows data for a Sunday through Saturday time period.|
|Month||Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.|
|Month by Week||Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.|
To use a custom date range to filter metrics, complete the following steps:
- Click the date to display the date filter.
- Select a start date and an end date on the calendar, and click the filter arrow.
To view data for a different time period using the same date presets, click the arrows on either side of the date display.
For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To show or hide topic columns, click and then search or scroll to select the columns you want to view.
To rearrange topic columns, click a column header and drag it.
To reset a view to default column settings, click Reset view to defaults .
You can select up to 20 topic columns.
For more information about the metrics shown in the columns, see Available Columns below.
To filter by data for coaching appointments and learning modules, click Filters.
Select Assigned by User to display data for an agent's coaching appointments that were assigned by another user.
Select Attendee to display the coaching appointments for the agent, or display informational learning modules that the agent is assigned to.
Select Facilitator to display the coaching appointments the agent is responsible for leading, or informational learning modules the agent is responsible for assigning.
Displays data by the current status for a coaching appointment or for an informational learning module. You can filter by: Completed, In Progress, Invalid Schedule, and Planned statuses.
Select Assessment to display data for standalone assessments.
Select Coaching to display data for coaching appointments.
Select Learning to display data for learning modules.
Select Learning with Assessment to display data for learning modules with assessments.
Select Yes to display coaching appointments and informational learning modules that have an elapsed completion date, including elapsed appointments and modules that are scheduled, in progress, or have an invalid schedule.
Select No to display coaching appointments and informational learning modules that do not have an elapsed completion date.
Displays data by Informational learning module name. Enter the module name in the Filter name(s) search field.
Note: Development filter names might not match the name that is displayed in the Name column. If a learning module name has been changed, the new name does not match the filter name, but the filter should still work properly.
Select Yes to display the assessments you have passed.
Select No to display the assessments you have failed.
Your customizations determine which columns the view shows.
|Assigned By||The name of the user who assigned the coaching appointment or learning module.|
|Assigned Date||The start date and time for the coaching appointment or learning module.|
|Assigned To||The name of the agent that the coaching appointment or learning module is assigned to.|
|Completion Date||The date the coaching appointment or learning module was completed.|
|Development Type||Displays Coaching for coaching appointments, Learning for learning modules, Assessment for standalone assessments, or Learning with Assessment for learning modules with assessments.|
|Due Date||The target date of completion for the coaching appointment or learning module.|
|Facilitator||The user responsible for leading the coaching appointment, or assigning the informational learning module to an agent.|
|Name||The name of the coaching session or the name of the learning module.|
Displays Yes for coaching appointments and learning modules that have an elapsed completion date.
Displays No for coaching appointments and learning modules that do not have an elapsed completion date.
|Status||Displays the current status for a coaching appointment or for a learning module. Possible statuses are: Completed, In Progress, Invalid Schedule, and Planned.|
|Result||Displays the assessment result for the agent. Possible statuses are Pass or Fail.|
|Score||Displays the assessment score of the agent. Score is shown in percentage.|
Extra columns for export
The export file contains extra columns.
|Interval Start||The start of the time period selected for the export.|
|Interval End||The end of the time period selected for the export.|
|Interval Complete||True if the export was run after Interval End, and false otherwise.|
|Filters||Any filters applied to the export.|