Agent Evaluation Reports

Agent Evaluation Reports allow a manager to track the performance of agents and evaluators, as well as gather data from the answers to Scorecard Questions. All reports can be filtered and grouped by certain criteria; the filtering options differ based on the report. The following table describes the different criteria options.

Criteria Name	Description
View	Selects whether a chart, a table, or both are displayed
Agent(s)	List of available agents to include in report
Evaluator(s)	List of available evaluators to include in report
Scorecard(s)	List of available scorecards to include in report
Evaluation Created Date	Date range to search within for evaluations
Group by	Group the results based on the selected grouping type, and calculate aggregate results for each group

The next table lists the reports with a description of what each report shows, as well as what criteria options in the previous table are available for each respective report.

Report Name	Description	Available Criteria
Scores Overview	Shows the average evaluation score for individual users	View Agent(s) Evaluator(s) Sorecard(s) Evaluation Created Date
Training Requirements	Shows the average score for each question on a selected scorecard	Agent(s) Evaluator(s) Scorecard(s) Evaluation Created Date
Score Trending	Shows the average evaluation score over time	All criteria are available
Score Trending by Question	Shows the average score for each question on a selected scorecard over time	All criteria are available
Scores by Evaluator	Shows the average evaluation score for individual evaluators over time	View Evaluator(s) Scorecard(s) Evaluation Created Date
Evaluator Calibration	Shows the average score for each question on a selected scorecard for individual evaluators	View Evaluator(s) Scorecard(s) Evaluation Created Date
Evaluator Productivity	Shows the number of evaluations completed per scorecard by individual evaluators	Evaluator(s) Scorecard(s) Evaluation Created Date

Notes on criteria selection boxes

The title bar of each box reflects what has been selected in the list:
For a single item, the name of the item displays
For multiple items, but not all items, the title bar displays Multiple<items>, where <items> is the type of item in the list such as agents or evaluators
For all items, the title bar displays All<items>, where <items> is the type of item in the list, such as agents or evaluators
It is possible to collapse each box, click on the double up-arrow icon in the upper right corner of each box. Expand the box again by clicking the double down-arrow icon.
Depending on the report, each of the criteria that are in the list boxes can be either single-select or multi-select lists.
For a single-select list box:
By default, there is nothing selected
When nothing is selected in the list, the box is outlined in red, and the Run Report button disables to indicate that you should select something in the box to run the report
For a multi-select box:
An All button displays in the title bar of the list box. Click the All button to select all items in the list.
When all items are selected, the All button disables
The default selection is all items selected
For the Evaluation Created Date box:
The default value is Last X Days marked, with 30 days specified
If you select Range and enter invalid dates, the box is outlined in red, and the Run Report button disables, to indicate that the dates should be corrected before you generate the report