Agents Evaluation Detail view

PrerequisitesClick to expand

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.

Available columns

To view the available columns, see Agents Evaluation Detail view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

To view the list of available columns in the performance views by category, see View available columns in performance views by category.

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:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
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:

Click Performance > Workspace > Employee Engagement > Agent Evaluation. The Agents Evaluation Summary view appears.
Click Menu > Analytics > Analytics Workspace > Employee Engagement > Agent Evaluation. The Agents Evaluation Summary view appears.
Click an agent.
To see the most current data, click Refresh . This view does not update automatically.
Note: The data shown in the Agent Evaluation Summary and Agent Evaluation Detail views do not always align exactly. This variation is due to differences in how each view retrieves and filters data, including distinct time dimensions and data sources.
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.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate agents for 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 themselves can also choose the queues to work. 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 . The Queue Activation pane appears.
Search or scroll to select the queues in which you want the agent to work.
(Optional) To traverse between the pages, use the pagination controls such as Previous , Next , First , and Last icons.
Note: The list of queues is limited to 500 and the number of queues per page is limited to 25.
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.

Filter metrics by dateClick to expand

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

To customize analytics views, use the date filter.

Show meClick to expand

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:

Click the date to display the date filter.
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:

To display the date filter, click the date.
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.

Show or hide chartClick to expand

Show, hide, and rearrange columnsClick to expand

To show or hide columns:

At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the top right corner of the columns, click the Pick columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Note: You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:

Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
To position the column, use the Up or Down arrow keys.
Press the Spacebar. The chosen column is reordered.

To rearrange the columns outside the column picker, 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 columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

[NEXT] Was this article helpful?

Get user feedback about articles.