The Evaluator Performance report provides metrics that help contact centers evaluate the performance of the evaluator.
How to Use This Report
- Set parameters, which narrow the report's data.
- Use the report generation controls to schedule, generate, customize, rename, and/or clone the report.
- Run the report and view metrics.
You can narrow the report's data by specifying the following parameters.
The specified time range for which the data will be generated on the report (i.e., Today, This week, Custom, etc.).
If the Custom timeframe is selected, From/To is the custom date range. From is the evaluation start date and time, and To is the evaluation stop date and time.
Clicking the link shown allows you to designate the timezone settings for the report's timeframe.
Filters report data according to the selected service(s) and/or campaign(s). If no service or campaign is selected, the report will include data for all services and campaigns.
Filters report data according to the selected team(s). If no team is selected, the report will include data for all teams.
Filters report data according to specific evaluator(s) who evaluated the evaluation. If no evaluator is selected, the report will include data for all evaluators.
My subteam only
Selecting this checkbox will run a report for agents selected for a supervisor's subteam.
The metrics of the Evaluator Performance report are organized into columns, which are described as follows:
The total number of evaluations (e.g., “500”).
The Average Area Score (e.g., “92”).
The number of rejected evaluations (e.g., “28”).
Assigned evaluations, not completed
The number of assigned evaluations that have not been completed (e.g., “18”).
Assigned evaluations, completed
The number of assigned evaluations that have been completed (e.g., “45”).
Calibrations, not completed
The number of calibrations that have not been completed (e.g., “3”).
The number of completed calibrations (e.g., “92”).