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.