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Agent Performance Report

This report provides a comprehensive view of individual agent performance, including scorecard scores, attribute ratings, metric adherence, and coaching assignments. It includes only evaluated interactions, incorporates manually evaluated interactions, and excludes interactions marked as Below Threshold or Duration Unavailable from all aggregated metrics. Users can export agent performance data based on selected scorecards, with optional agent attributes.

Generate the Agent Performance Report

Steps to generate the Agent Performance 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. General

  4. Configure the General section.

    1. Enter the Report Name.

    2. Enter a Description.

  5. Configure the Filters and Optional Fields in the Configure section.

    1. Select at least one Agent Scorecard from the dropdown.

      • The system determines the data scope and which agents to include.

      • Enables you to select multiple scorecards for comparative analysis.

      • Only agents with assigned scorecards appear 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.

      • Select +Add Filter to add Channel, Queue, Language, Agents, Agent Groups, Duration Status.

      • Set the corresponding values for the selected/added filters.

    5. Add Optional Fields to include additional metrics or attributes.

    6. Enter one or more addresses in the Send Email to field to send the automated reports (minimum one required).

    7. Select Next to proceed.
      General

      Note

      Each scorecard determines eligibility for evaluation. Threshold configuration can evaluate an interaction for one scorecard and exclude it from another.

  6. Configure the Schedule section.

    1. Select Run on Demand or Schedule.

      1. Run on Demand: To generate the report immediately.

      2. Schedule: To generate the report automatically.

    2. Choose a Frequency or Repeat (Hourly, Daily, Weekly, Monthly, Quarterly, or Yearly).

    3. Select a Start Date and Timezone.

    4. Select Save.

      Note

      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

This report summarizes each agent’s performance, showing total evaluated interactions, evaluation and audit scores, adherence levels, and attribute-level results (scores, adherence percentages, and interaction counts). The system excludes interactions marked as Below Threshold or Duration Unavailable from all aggregated metrics and includes manually evaluated interactions.

Agent Name Total Evaluated Interactions Kore Evaluation Score Scorecard Score Audit Score Fail % Coaching Assignments Attribute Group Metric Name Threshold Value / Adherence
John Dow 1 -63 0.00% N/A N/A N/A ATT-3 Speech Dead Air 30% N/A
JohnSupervisor 1 -63 0.00% N/A N/A N/A ATT-3 Speech Rate Violation 20% 0.00%

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