Performance Management Improvement and Attainment Report

The Performance Management Improvement and Attainment report shows trends by agent for each Measure and goal attainment. This report helps analysts understand the trajectory of individual agent performance and if set goals are being met.

These detailed data allow the user to create the reports needed by extracting the data using the API, even without access to the “Create” report feature.

These are the available filters in the PM Improvement and Attainment default report:

Date
Interval Type
Measure Name
Queue Type
Month Comparison

The following fields are available in this report and for extraction:

Field Name	Example/format	Calculation	Notes
Month Comparison - Current vs Previous Month	July-2022 - August-2022		A comparison of performance results (Current vs Previous Month).
Measure Name	QM SCORE		The Name of the Measure for which the data has been collected (QM SCORE, etc).
Interval Type			The time interval for extracting values from Measures. For this report, the interval for extraction is always Monthly).
Queue Type	All		The type of the queue when collected (“Single” or “All”). Note: Using both will create duplicate results.
Count Trend Improvement	2	compare_result_months >0	The number of individual performers whose results improved month over month.
Count Trend Non-Improved	Count Trend Non-Improved	compare_result_months < 0	The number of individual performers whose results remained the same or declined month over month.
Improvement	22.22%	(count_trend_positive_agent / count_distinct_agent_id)	The percentage of individual performers whose results improved month over month.
Count Goal Met	3	count_distinct agent_id filters: [match_goal_trend_agent: "Yes"]	The number of individual performers whose results met or exceeded the goal.
Count Goal Not Met	6	count_distinct agent_id filters: [match_goal_trend_agent: "No"]	The number of individual performers whose results did not meet the goal.
Attainment	33.33%	count_goal_trend_positive_agent / count_distinct_agent_id	The percentage of individual performers whose results met or exceeded the goal.
Count Distinct Agent	9	count distinct agent_id	Distinct Agent ID Count.