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Back to Reports List The Agent Performance Report provides agent-level quality evaluation results across selected evaluation forms. It summarizes agent performance by combining interaction counts, evaluation outcomes, quality scores, fatal interaction indicators, audit information, and metric-level evaluation results to help supervisors compare agent performance across evaluation forms. Only evaluated interactions are included in the report. Interactions below the configured duration threshold or marked as Duration Unavailable are excluded from aggregated scores unless they have been manually evaluated.

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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 one or more Agent Scorecards to define the report scope. The selected scorecards determine the evaluated interactions, available agents, and evaluation metrics included 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 unavailable).
      2. Set the corresponding values for the selected/added filters.
    5. Select Optional Fields to include additional supported columns in the generated CSV export. The available optional fields depend on the selected scorecard and evaluation form. Selected optional fields are appended as additional columns in the generated CSV.
    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 aggregated metrics. Interactions below the configured duration threshold or marked as Duration Unavailable are excluded unless they’re manually evaluated.

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Report Fields

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Generated CSV Fields

The generated CSV exports one row for each evaluated interaction and includes agent information, evaluation outcomes, quality scores, evaluation metric results, audit information, and any selected optional fields. Depending on the selected scorecards, filters, evaluation form, and optional fields, the report can include the following information.
Attribute and metric columns in the generated CSV depend on the selected scorecard and evaluation form. Reports generated using different scorecards may contain different attribute and metric columns.

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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

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Field Representation in the Generated CSV

The generated CSV exports one row for each evaluated agent and includes interaction counts, evaluation outcomes, quality scores, fatal interaction information, scorer details, and metric-level evaluation results. The report can also include any selected optional fields. Typical exported fields include: Agent Name, Total Interactions, Kore Evaluation Score, Failed Interactions Count, Fatal Interactions Count, Scorer Assignment, Scorer Score, evaluation metric columns, and optional fields. The exact columns included in the export may vary depending on the selected scorecards, evaluation form, and optional fields. Additional metric columns are exported based on the metrics configured in the selected evaluation form.
The exported report includes additional columns for each evaluation metric configured in the selected evaluation form. Depending on the metric configuration, these columns can include metric names, metric scores, metric values, and evaluation results.
Sample Report Format