Evaluator Analysis Report

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

Required permissions: Report Viewer, Evaluator Analysis

Required Employee Settings: Can View BI Reports

The Evaluator Analysis report displays evaluator performance and evaluation progress within quality plans and for ad hoc evaluations. You can drill down and filter the data to pinpoint what is relevant. The report gives you actionable insights quickly and easily. It helps you to focus on the quality of your agents' interactions.

Examples of Use

  • Review evaluator progress

    David manages a team of evaluators. He wants to track their evaluation progress across all the quality plans they are assigned to.

  • Spot evaluation gaps and adjust quality plans

    Laura implemented a new quality plan last month. She wants to make sure the plan is balanced and not overwhelming her evaluators.

Overview Page

You can filter the data on the page by day, plan, and evaluator.

Evaluator Details Page

This page opens when you click an evaluator in the Performance widget on the Overview page. The page displays evaluation data for the selected evaluator.

The evaluator's name and their average evaluation score are appear at the top of the page. You can filter the data on the page by quality plan, start date, and evaluator.

Quality Plan Details Page

This page shows evaluation data for a specific quality plan. To open the page:

  1. Click the horizontal bar next to the plan in the Evaluations by Quality Plan widget on the Overview page.

  2. Click View Quality Plan Details.

You can filter the data on this page by time period and evaluator.