Agents Evaluation Summary view


Prerequisites

The following permissions

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

To log an agent out of PureCloud:

  • OAuthTokenDelete

To Disassociate an agent from a station:

  • Telephony > StationDisassociate

The Agents Evaluation Summary view displays information about agent evaluations completed during the selected time period.

To view the Agents Evaluation Summary view:

  1. Click PerformanceAgents
  2. Click the Evaluations tab.
  3. To see the most current data, click Refresh . This view does not update automatically.
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. To see the agent’s Evaluation Detail view, click an agent’s name.
  7. To access the other Agents Performance views, click the other tabs.
Note: Each view has its own permissions. For permission requirements, see each view’s article.

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.

The view displays data for evaluations that evaluators completed during 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:

  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.


To enter names of users you want to view, click the Filter user(s) search icon . You can filter by a User name, Division name, Group 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. 

  1. In the user's row, select the check box.
  2. Continue selecting user check boxes to add to filters. 
  3. Click Add to filters.

To use the summary row to see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users. 

View aggregate data

To view aggregate data for several users, filter for multiple users and click View as group. PureCloud displays the Agents Performance Detail view with aggregate data for the users you selected. Use the Back arrow icon to return to the Agents Performance Summary view.


From the Agents Evaluation Summary view, hover over the presence dot beside an agent’s name.


To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.   

To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.

Note: You cannot select Out of Office as a status.

If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status. 





From the Agents Evaluation Summary view, hover over the presence dot beside an agent’s name.

To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.

Important: When you log out an agent, all active connections will be ended.


From the Agents Evaluation Summary view, hover over the presence dot beside an agent’s name.

To disassociate an agent from the station, click Disassociate Station.

Note: Users with Telephony > Station > Disassociate and Directory > User > View are able to disassociate agents from stations even if those agents are not within their divisions.


Available metrics

Your customizations determine which metric columns the view shows.


Metric Definition
Evaluations

The number of evaluations released for the selected agents. 

Avg Score

The average score of evaluations released for the selected agents.

Avg Critical Score

The average critical score of released evaluations completed for selected agents.

Highest Score

The highest evaluation score an agent received for released evaluations.

Lowest Score

The lowest evaluation score an agent received for released evaluations.

Highest Critical Score

The highest critical evaluation score an agent received for released evaluations.

Lowest Critical Score

The lowest critical evaluation score an agent received for released evaluations.

Division

Displays the name of a division that an agent or queue belongs to. For more information, see About access control

Station

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.

Agent

Unique system ID for the user.

Email

Email address configured for the user.