Agents Evaluation Detail view
The following permissions:
- Analytics > Data Export > All
- Directory > User > View
- Quality > Evaluation > View
- Routing > Queue > Join
- 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 > 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.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
The view displays data for the selected date filter.
If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display.
Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.
Week: Shows data for a Sunday through Saturday time period.
Previous 7 days: Shows data for the previous seven days, with today being the seventh day.
Day: Shows data for the exact month with no extra days.
Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.
|Custom date range||Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click|
To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.
To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time.
To show or hide columns, click + and then select the columns you want to view.
To rearrange columns, click a column header and drag it.
Your customizations determine which metric columns the view shows.
The date and time that the survey 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.