User Guide

Reports Tab
September 2009 43
Evaluator Performance Report
This report provides a summary of all evaluators’ productivity by displaying the
number of evaluations they have performed over a specified time period, and the
average score they have awarded to those evaluations.
Group’s Agent Average Scores Report
This report displays the average evaluation score for each agent on each team in the
group, and the group’s average evaluation score and total evaluations.
Table 15. Evaluator Performance Report Fields
Field Description
Evaluator The name of the evaluator.
User ID The evaluator’s Windows login ID (and domain, if an
Active Directory system).
Total Evaluations The total number of evaluations performed by the
evaluator over the specified period.
Average Score The average score of the evaluations performed by the
evaluator over the specified period.
Table 16. Group’s Agent Average Scores Report Fields
Field Description
Team The name of the team.
Agent The name of the agent.
Agent ID The agent’s ID.
Total Evaluations The total number of evaluations performed on the agent.
Agent Average (%) The average evaluation score of all the agent’s
evaluations.
Score Std Dev The score standard deviation, calculated from all
evaluations for the agent.
Total Exceed The total number of evaluated contacts whose scores
exceed expectations. The default score range is
90–100%. This range can be modified by the
administrator.
Total Meet The total number of evaluated contacts whose scores
meet expectations. The default score range is 75–89%.
This range can be modified by the administrator.