Performance Management Results Analysis Report
The Performance Management Results Analysis Report is a broad set of performance results data collected when generating results. 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 Evaluation Analysis default report:
- Date
- Agent Name
- Queue Names
- Team Name
- Interval Type
- Measure Name
The following fields are available in this report and for extraction:
| Field Name | Example/format | Notes |
|---|---|---|
| Agent | Tom Agent ([email protected]) [349485789f228e60070f9d28] | Concatenated value consisting of the Agent “Name”, “Agent Email” and “Agent ID”. |
| Agent ID | 349485789f228e60070f9d28 | Unique Talkdesk Agent ID. |
| Agent Email | [email protected] | Unique Agent Email Address. |
| Agent Name | Tom Agent | Agent Name. |
| Measure Name | AVG HOLD TIME | Performance Measure/KPI Name. |
| Team ID | e8aa8dc525f94ab199912c6b52cb557c | Unique Team ID. It can be null. |
| Team Name | Aces, Allies, Experts, etc. | Unique Team Name. It can be null. |
| Queue Type | Single, All. | The hierarchical nature of the Ring Group: “Single” or “Aggregate”. |
| Queue Name | Customer SVC, Sales, etc. | Unique Ring Group Name. Will be null for the Queue Type “All”. |
| Volume | Number | A whole number count of the unique data points considered for the Result Value. |
| Result Value | Numeric | The Result Value for the Measure. |
| Goal Value | Numeric | The goal in place during the reporting period. |
| Mean Value | Numeric | The simple arithmetic mean of the result values for the selection. |
| Interval Type | Daily, Weekly, Monthly | The level at which results are aggregated. |
| Leaderboard Date | 2022-06-22 | The data collection date that was processed for the leaderboard. Weekly and Monthly align to the start day of the week /month. |
Updated almost 2 years ago