Prerequisites

The following permissions:

  • Analytics > Data Export > All
  • Directory > User > View
  • Quality > Evaluation > View
  • Routing > Queue > Join or Routing > QueueMember > Manage (to activate and deactivate queue members)
  • UI > Supervisor 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.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To view the Agents Evaluation Detail view:

  1. Click Performance > Workspace > Employee Engagement > Agent Evaluation. The Agents Evaluation Summary view appears. 
  2. Click an agent.
  3. To see the most current data, click Refresh . This view does not update automatically. 
  4. To save the view with the your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. Click the tabs to open to the agent’s Status Summary, Evaluations, Interactions, Queues, Wrap-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.

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month. 

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.
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 and 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  If the month does not start on Sunday or end on Saturday, shows data for the current calendar month starting on Sunday and ending on Saturday including extra days.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Interval

Shows data for a 30-minute time period.
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 see the data up to the current date.
Month by Week If the month does not start on Sunday or end on Saturday, shows data for a calendar month starting on Sunday and ending on Saturday including extra days.

To use a custom date range to filter metrics, complete the following steps:

  1. To display the date filter, click the date.
  2. 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 view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

To show or hide topic columns, click the Pick columns icon on the right side 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 the Available Columns section in this article.

Available columns

Your customizations determine which metric columns the view shows.

Column Description
Release Date/Time

The date and time that the evaluation 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.
Agent Comments

Whether an agent has left a comment.