User Guide

Dashboard Tab
September 2009 27
Detail Statistics
The standard statistics displayed in the detail pane are described in Table 4 and
Table 5. Different roles see different statistics, as noted in these tables. You select the
time frame for the statistics from a drop-down list. Your choices are:
■ Current month
■ Past month
■ Past 3 months
■ Past 12 months
NOTE: Any statistics concerning scored contacts do not include
evaluations in progress or evaluations awaiting approval.
Detail Statistics for Agents
Detail Statistics for Supervisors and Managers
Table 4. Dashboard Detail Statistics for agents
Statistic Description
% Score The percent score given to the agent’s
contact by an evaluator.
Below An X indicates that this evaluation falls
below expectations.
Date The date of the contact.
Call Duration The duration of the contact.
Exceeds An X indicates that this evaluation exceeds
expectations.
Meets An X indicates that this evaluation meets
expectations.
Table 5. Dashboard Detail Statistics for supervisors and managers
Statistic Description
Agent The agent’s name.
Agent Average The average score the agent has earned in
the selected time period.
Agent ID The agent’s ID.