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Back to Analytics Overview The Agent Performance Report exports agent performance scorecard data based on selected scorecards, with optional agent attribute inclusion. This report provides comprehensive insights into individual agent performance, including scorecard scores, attribute ratings, metric adherence, and coaching assignments.

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Generate the Agent Performance Report

  1. Create the New Report
    1. On the Reports tab, select + New Report.
    2. From the Create New Report list, select the Agent Performance Report. Report Selection
    3. Select Next.
  2. Configure General Settings
    1. Enter a unique Name for the report.
    2. Enter a Description for the report.
    3. Select Next. General Settings
  3. Configure Filters and Options
    1. Select an Agent Scorecard to define the data scope (at least one is required).
    2. Select a Date or date range.
    3. Select a Timezone.
    4. Select +Add Filter to apply filters and their respective values such as Channel, Queue, Language, Agents, and Agent Groups.
    5. Add Optional Fields to include additional metrics.
    6. Enter one or more recipient emails in Send Email to (minimum one required).
    7. Configure the required filters:
      • Channel: Select communication channel (Chat, Voice).
      • Queue: Select one or more queues.
      • Language: Select languages assigned to the scorecard.
      • Agents: Select specific agents for tracking.
      • Agent Groups: Select a team or group of agents.
    8. Set the values for the selected filters.
    9. Select Next. Configure Filters
  4. Schedule the Report
    1. Choose Run on Demand or Schedule.
      • Run on Demand: Generates the report immediately.
      • Schedule: Generates the report automatically.
    2. If you select Schedule:
      1. Choose a Frequency or Repeat (Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly).
      2. Select a Start Date and Timezone.
      3. Select Save.

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Report Fields

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Agent Performance Summary

This report provides an overview of each agent’s performance, summarizing key metrics such as total interactions, evaluation and audit scores, and adherence levels, along with detailed attribute-level results showing scores, adherence percentages, and interaction counts for each evaluated category.
Agent NameTotal InteractionsKore Evaluation ScoreScorecard ScoreAudit ScoreFail %Coaching AssignmentsContained Metrics & Adherence Summary
Lily Agent200.0028.000.000.00%N/ACOMMON Closing Resolution: 40%, Dead Air: 33.33%, Cross Talk: 22.22%, Speech Rate: 11.11%, Greeting: 100%, Price: 100%, Resolution: 100%, Sign-off: 100%
Rosie V110.00-20.000.000.00%N/AClosing Resolution: 0%, Dead Air: 0%, Cross Talk: 0%, Speech Rate: 0%

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View and Download the Report

  1. On the Reports tab, locate the report in the Actions column.
  2. Select More options (⋮), then select History.
  3. Select Download to save the report as a CSV file.

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Report Format

  • Format: CSV file
  • File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
Sample Report Format