User Guide

Reports Tab
September 2009 47
Team’s Agent Section Scores Report
This report displays the average section scores on a particular evaluation form for
each agent on a team.
Agent Average (%) The average evaluation score of the agent’s evaluations
over the specified time period.
Score Std Dev The score standard deviation, calculated from the
evaluations for the agent over the specified time period.
Total Exceed The total number of evaluated contacts over the
specified time period 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 over the
specified time period whose scores meet expectations.
The default score range is 75–89%. This range can be
modified by the administrator.
Total Below The total number of evaluated contacts over the
specified time period whose scores fall below
expectations. The default score range is 0–74%. This
range can be modified by the administrator.
Table 22. Team’s Agent Section Scores Report Fields
Field Description
Agent The name of the agent.
Agent ID The agent’s ID.
Total Evaluations The total number of evaluations performed on the agent
for the specified evaluation form over the specified time
period and while the agent was on this team.
Section The name of the evaluation form section.
Section Average (%) The average score given to the agent for the section.
Table 21. Team’s Agent Average Scores Report Fields — Continued
Field Description