Agents Evaluation Detail view
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.
To view the Agents Evaluation Detail view:
- Click Performance > Workspace > Agents.
- Click the Evaluations tab. The Agents Evaluation Summary view appears.
- Click an agent.
- To see the most current data, click Refresh . This view does not update automatically.
- To save the view with the your filter and column settings, click Save .
- To export the data in the view, click Export .
- Click the tabs to open to the agent’s Status Summary, Evaluations, Interactions, Queues, Wrap-Up, or Schedule detail views.
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:
- Click the Queue Activation icon.
- Select the queues you want the agent to work.
- 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. 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:
- Click the date to display the date filter.
- 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.
|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.|
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 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.
Your customizations determine which metric columns the view shows.
The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation.
The overall evaluation score based upon an evaluator's responses on an evaluation form.
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.
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.
The media type of the interaction.
Whether an agent has left a comment.