Agent Development Summary view
The following permissions:
- Learning > Assignment > View
- Coaching > Appointment > View
- UI > Supervisor Agent Details > View
- Groups > Team > View (to filter agent list by Work Team)
- 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 > Workspace > 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. To see the Agent Development Detail view, click an agent.
Customize the view
To show only certain data, customize the Agent Development Summary view. 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 to an agent in an accessible division.
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:
- Click the date to display the date filter.
- Under KEY DATE select Transcript Start or Conversation Start.
- In the Presets list, select a preset date option.
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.
|Sorts the search results according to when the transcript begins.|
|Sorts the search results according to when the conversation begins.|
|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.|
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:
- 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 Development Type and Development Name, click Filters.
Select Assessment for modules with associated evaluation questions.
To display data for coaching appointments, select Coaching.
To display data for learning modules, select Learning.
To display data for learning modules with associated evaluation questions, select Learning with Assessment.
Filter by Development Name to display data by training module name. Enter the module name in the Filter name(s) search field.
To enter the names of users that you want to view, click the Filter user(s) search icon . You can filter by a User name, Division name, Group name, Work Team 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.
- In the user’s row, select the check box.
- Continue selecting user check boxes to add to filters.
- 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.
To filter the agent list by user type, in the top left-hand corner, choose any one of the required user types from the Active Users filter:
- Active Users (Default) – To filter only the active agents in the organization from the agent list.
- Inactive Users – To filter only the inactive agents in the organization from the agent list.
- Active and Inactive Users – To filter both the active and inactive agents in the organization from the agent list.
- Deleted Users – To filter only the deleted agents in the organization from the agent list.
Your customizations determine which columns that the view shows.
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 address configured for the user.
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.|
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.|
|Passed||Displays the number of assessments passed during the selected time period.|
|Failed||Displays the number of assessments failed during the selected time period.|
|Score||Displays the aggregate assessment score of the agent.|
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.|