Agent Development Summary view

Prerequisites

The following permissions:

  • Learning > Assignment > View
  • Coaching > Appointment > View
  • UI > Supervisor Agent Details > View
  • Directory > User > View 

The Agent Development Summary view displays metrics for coaching appointments and informational training modules. The view shows the total of coaching appointments and training modules in progress, such as planned, completed, overdue, and invalid schedule. For information about creating a coaching appointment and assigning a training module, see About coaching, Schedule a coaching appointment, and Assign a development and feedback module.

To view coaching appointment and training module metrics, click Performance > Agent and then click Development. Customize the 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 latest metrics, click Refresh .

From the summary view, you can access detailed agent development information. Click an agent to see the Agent Development Detail view.

Customize the view

Customize the Agent Development Summary 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 training module metrics. 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. In the agent row, click More to assign a module and schedule coaching.  

The view displays metrics for coaching appointments and informational training modules for the date range selected for the view.

Use the date filter to customize analytics views.

Use presets to filter metrics by date, or configure a custom date range.

To use a preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Today Shows data for the time period that includes the current interval.
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.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

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:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

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 columns, click  and then search or scroll to select the columns you want to view. 

To rearrange columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults.

For more information about the metrics shown in the columns, see Available Columns below.

To filter by Development Type and Development Name, click Filters.

Select Assessment for modules with associated evaluation questions.

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 associated evaluation questions.

Filter by Development Name to display data by training module name. Enter the module name in the Filter name(s) search field.

To enter names of users you want to view, click the Filter user(s) search icon . You can filter by a User name, Division name, Group name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user’s direct reports. You can continue to enter and select additional users to add to the view. 

Filter by selecting multiple users

You can select multiple users to filter by. 

  1. In the user’s row, select the check box.
  2. Continue selecting user check boxes to add to filters. 
  3. Click Add to filters.

To use the summary row to see aggregate metrics for multiple users, and search for and select multiple users. The summary row then shows aggregate metrics for the selected users. 

Available columns

Your customizations determine which columns the view shows.


Column  Description
Column  Description
Agent

The full name for the user.

Completed The number of coaching appointments and informational training modules completed for the selected interval.
Division Displays the name of a division that an agent belongs to. For more information, see Divisions overview
Email

Email address configured for the user.

ID

Unique system ID for the user.

In Progress The number of coaching appointments and informational training modules that are in progress.
Invalid Schedule The number of scheduled and in progress coaching appointments that do not have a valid agent schedule in Workforce Management.
Media Types Displays icons of the permitted media types for an agent.
Overdue The total number of coaching appointments and informational training modules that have an elapsed completion date. This includes elapsed appointments and modules that are scheduled, in progress, or have an invalid schedule.
Planned The number of scheduled coaching appointments and assigned informational training modules.
Presence Displays the presence indicator for an agent's user status.
Station

Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name.

This column is not included in an exported CSV file or PDF report.

Total The sum of coaching appointments and informational training modules, including planned, in progress, completed, overdue, and have an invalid schedule. 

 

Extra columns for export

The export file contains extra columns. 

Column Description
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.