Agents Evaluation Detail view


Prerequisites

The following permissions:

  • AnalyticsData Export All
  • Directory > User > View
  • QualityEvaluation View
  • Routing QueueJoin
  • UISupervisor Agent Details > View

The Agents Evaluation Detail view displays information about an agent’s evaluations. This view shows all completed and released evaluations for an agent during the selected time period.

To view the Agents Evaluation Detail view:

  1. Click PerformanceAgents
  2. Click the Evaluations tab. The Agents Evaluation Summary view appears. 
  3. Click an agent.
  4. To see the most current data, click Refresh . This view does not update automatically. 
  5. To save the view with the your filter and column settings, click Save .
  6. To export the data in the view, click Export .
  7. Click the tabs to open to the agent’s Status Summary, Evaluations, InteractionsQueuesWrap-Up, or Schedule detail views.
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate agents in queues

Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves. To activate a queue for an agent, the agent must be a member of that queue.

To activate an agent for a queue from this view:

  1. Click the Queue Activation icon. Queue Activation icon
  2. Select the queues you want the agent to work.
  3. Click Update.

Customize the view

Customize the Agents Evaluation Summary view to show only certain data. For example, you can choose to show only certain columns or filter to show previous weeks. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

Filter by users to populate the summary row with aggregate data about those users.

This view shows all completed and released evaluations for an agent during the selected time period.

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.

Available columns

Your customizations determine which metric columns the view shows.


Column Description
Release Date/Time

The date and time that the survey was released for the agent to view. Click the time to open the evaluation. 

Score

The overall evaluation score based upon an evaluator's responses on an evaluation form.

Critical Score

The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.

Evaluation Form Name

The name of the evaluation form used to score the agent. 

Evaluator

The name of the person who completed the evaluation. 

Reviewed By Agent

Whether the agent has reviewed the evaluation. 

Interaction Date / Time

The date and time of the interaction.

Evaluation Date / Time

The date and time of the evaluation.

Media Type

The media type of the interaction.