Evaluations By Team

Related Products or Features: Business Intelligence (BI) Reports, Quality Management

Required Role Permissions:Report Viewer, Evaluations By Team Report

Required Employee Settings: Can View BI Reports

The Evaluations by Team report displays evaluation data across all channels for your teams and the agents in those teams. Its enhanced drilling and filtering capabilities let you pinpoint relevant data, gain actionable insights quickly and easily, and focus on the quality of your agents' interactions.

This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.

You can access this report from Reporting > Prebuilt Reports. Select the report from the list, define the report parameters, and click Run Report.

You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

Help agents improve interaction handling—Greg has a great team of agents, but he wants to know if any of them are struggling with their customer interactions.

He opens the Evaluation by Teams report, defining the time period as the last 30 days, and selecting only his team. He chooses all of the relevant evaluation forms. These are the evaluations he will see average scores for.

The Bottom 5 Performers widget gives Greg a quick view of which of his agents are struggling the most. He uses the Average Score by Agent widget to open the agent details for the agents he wants to help.

In the Agent Details page for each agent, Greg sees the agent's variance from the team's average score. In the Evaluations widget, he can see which evaluations the agent struggled with most, and best decide how to help them improve.

Reward top performing teams—Mandy manages several teams of agents at her organization. The end of the business year is approaching, and Mandy wants to reward the teams with the best evaluation scores.

She opens the Evaluation by Teams report, defining the time period as the last year, and selecting all of her teams.

The Average Score by Team widget gives her a quick view of the teams with the highest average scores, and the Average Score Over Time widget displays how each team's score has improved over time.

Once Mandy chooses which teams she wants to reward, she decides to give an additional reward to the 3 agents with the highest average scores from those teams.

Using the Ctrl key, she selects the best teams in the Average Score by Team widget. The data in the other widgets is filtered to display only information for those teams. She uses the Top 5 Performers widget to find out which agents had the best scores overall.

Evaluations by Team: Overview Page

The overview page in the Evaluations by Team Report displays data in 5 different widgets.

Each widget presents different perspectives and elements of evaluation data.

This heat map displays each team's average evaluation score in the time frame you defined in the filters.

The legend on the right displays the different colors and their corresponding average score ranges.

Selecting any of the teams in the heat map will filter the data in the other widgets to include only the selected teams.

Each team's average evaluation score over time is displayed on the graph as a separate line. The trend is displayed by month or by day, depending on your selection.

The legend on the right that displays the color for each team.

This grid displays the average evaluation scores in each channel for the different agents in each team, as well as the variance in their average scores from the average team score.

The agents are grouped by their teams. You can collapse or expand the teams to view the agents, as well as view the average evaluation score the for the whole team across all channels.

Click Channel Data at the top of the widget to view the widget with a breakdown of the different channels, including digital channels. Click Back to return to the Main page. Keep in mind, only supported digital channels appear in this breakdown.

This widget lists the agents with the highest evaluation scores from all of the teams included in the report.

This widget lists the agents with the lowest evaluation scores from all of the teams displayed in the report.

You can filter by day, team, or evaluation form to refine the information displayed in the report.

Clicking on any of the agents in the Average Score by Agent widget will take you to a specialized report focusing on that agent's data.

The following table explains the different columns in the report:

Column Description
Direction

Direction of call:

  • Inbound

  • Outbound
Evaluator Name of the evaluator.
Form Name of the form used for this evaluation.
Interaction Date The date on which the evaluated interaction took place.
Interaction Duration The duration (in HH:MM:SS) of the evaluated interaction.

Interaction Type

Interaction type for voice or digital channel, for example, phone call, chat, email, and so on.
Maximum Score

The maximum score an agent could have received for the entire form.
Plan Name of the plan.

Score – Percentage

Evaluation score as a percentage.
Submitted

Date when this evaluation was submitted.
Total Score Actual evaluation score.
Variance – Percentage Difference between the score of the current evaluation and the average score of all evaluations of the agent.
Workflow ID The unique ID of the evaluation.

Evaluations by Team: Agent Details Page

This page opens when you click any of the agents in the Average Score by Agent widget in the Overview. The Agent Details page displays evaluation data for a specific agent.

The agent's name, team and average score are displayed at the top of the page, as well as their variance from the team's average score, or from the average of all teams included in the report.

In addition, 2 widgets present additional evaluation data for that agent in different views.

This line chart displays 2 lines. The first line shows the agent's average score over a defined period of time, and the second line shows the average team score over the same period of time.

This lets you compare the agent's average to their team average.

This grid displays the evaluations performed on the agent's interactions. You can see which form was used as well as the date the evaluation was submitted. Each evaluation includes the agent's score, as well as the variance of the evaluation score from the agent's average score.

While in the agent view of the Evaluations by Team report, you can change the date range of the data you're viewing in the Filter Panel.