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:
- Agent Name
- Queue Names
- Team Name
- Interval Type
- Measure Name
The following fields are available in this report and for extraction:
Tom Agent ([email protected]) [349485789f228e60070f9d28]
Concatenated value consisting of the Agent “Name”, “Agent Email” and “Agent ID”.
Unique Talkdesk Agent ID.
Unique Agent Email Address.
AVG HOLD TIME
Performance Measure/KPI Name.
Unique Team ID. It can be null.
Aces, Allies, Experts, etc.
Unique Team Name. It can be null.
The hierarchical nature of the Ring Group: “Single” or “Aggregate”.
Customer SVC, Sales, etc.
Unique Ring Group Name. Will be null for the Queue Type “All”.
A whole number count of the unique data points considered for the Result Value.
The Result Value for the Measure.
The goal in place during the reporting period.
The simple arithmetic mean of the result values for the selection.
Daily, Weekly, Monthly
The level at which results are aggregated.
The data collection date that was processed for the leaderboard. Weekly and Monthly align to the start day of the week /month.
Updated about 1 month ago