Technical References
Performance Analysis Reports
June 15, 2012 35
Agent Report Card
The Agent Report Card report displays performance information for a selected date
range; agents, teams, or teams and agents; and team or CSQ mapping.
You must select the following to display the report:
■
Start date
■
End date
■
Scope (agent, team, or team agent)
■
Agents or teams
If Monitoring and Recording Services is installed and if WFM is configured to import
evaluation form information, the Evaluation Form drop-down list displays a list of the
evaluation forms used in Monitoring and Recording Services to evaluate agent
performance. If an evaluation form is selected, the data in the Agent Report Card will
reflect only data from agent evaluations using the selected evaluation form and
meeting all other report selection criteria.
The goal metrics section displays the default field values set for the following
statistics.
You can modify these goals as desired. When the Agent Report Card is generated, the
agent’s or team’s performance against these goals is indicated.
NOTE: If you navigate away from the Agent Report Card page and
then return, the goal metrics will be reset to the default values. Your
Statistic Default Value
Avg. Quality Score 75
Avg. Calls per hour 10
Adherence % 75
Conformity % 0
Occupancy % 0
Utilization % 0
Avg. Handle Time 0
Avg. Talk Time 0
Avg. Work Time 0
Avg. Hold Time 0
Avg. Ready Time 0