Skip to main content
Back to Reports List This report provides a consolidated view of agent performance across selected scorecards, including channel (Voice/Chat) and contact direction (Inbound/Outbound/All Directions). It covers scorecard scores, attribute ratings, metric adherence, coaching assignments, and direction-based trends to evaluate performance across inbound and outbound interactions. Only evaluated interactions are included. Below Threshold and Duration Unavailable contacts are excluded from aggregates unless manually evaluated. Supports exports by scorecard with optional agent attributes and direction filters.

​
Generate the 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. Complete the General settings.
    1. Enter a unique Name for the report.
    2. Enter a Description for the report.
    3. Select Next. General Settings
  3. Complete the Configuration — Filters and Options.
    1. Select at least one Agent Scorecard from the dropdown to define the data scope and included agents, enable comparison across multiple scorecards, and display only agents with assigned scorecards in the report.
    2. Select a Date range from the dropdown, such as Today, Yesterday, Last 7 days, Last Week, Week to Date.
    3. Select a Timezone (defaults to device local timezone) from the dropdown.
    4. Configure the required Filter.
      1. Select the required filter options such as Channel (Voice or Chat) with Contact Direction (Inbound or Outbound or All Directions), Queue, Language, Agents, Agent Groups, and Duration Status (evaluated, below threshold, and duration threshold).
      2. Set the corresponding values for the selected/added filters.
    5. Select Optional Fields to add additional columns to the report export.
    6. Enter one or more addresses in the Send Email to field to send the automated reports (minimum one required).
    7. Select Next. Configure Filters
  4. Complete the Schedule to generate a report with the current configuration.
    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 to confirm and activate the schedule.
        This report includes only evaluated interactions in all aggregated metrics. Interactions below the duration threshold are not included in any aggregated metrics.

​
Report Fields

​
Agent Performance Summary

Summarizes agent performance across evaluated interactions, including scores, adherence, coaching indicators, and attribute-level results; includes evaluated interactions only, excludes Below Threshold and Duration Unavailable from scores, includes manual evaluations, and supports inbound vs. outbound analysis using the Contact Direction field.
Agent NameContact DirectionTotal Evaluated InteractionsKore Evaluation ScoreScorecard ScoreAudit ScoreFail %Coaching AssignmentsAttribute GroupMetric NameThresholdValue / AdherenceDuration Status
John DowOutbound1-630.00%N/AN/AN/AATT-3Speech Dead Air30%N/Abelow_threshold
John SupervisorInbound1-630.00%N/AN/AN/AATT-3Speech Rate Violation20%0.00%duration_unavailable

​
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.

​
Report Format

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