Performance Management Results Trend Report
The Performance Management Results Trend Report helps understand employee performance over time. It offers data such as individual agent improvement month over month, goals, goal achievement, and volume comparisons month over month.
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 Results Trend default report:
- Interval Type
- Measure Name
- Queue Type
- Month Comparison
- Agent Name
The following fields are available in this report and for extraction:
|Agent||Tom Agent ([email protected]) [349485789f228e60070f9d28]||Concatenated value consisting of the Agent “Name”, “Agent Email” and “Agent ID”.|
|Agent Name||Tom Agent||Agent Name.|
|Measure Name||QM SCORE||The name of the Measure for which the data has been collected (QM SCORE, etc.)|
|Month Comparison - Current vs Previous Month||May-2022 - June-2022||A comparison of performance results (Current vs Previous Month).|
|Interval Type||Monthly||The time interval for extracting values from Measures For this report, the extraction interval is always Monthly.|
|Queue Type||All||The type of the queue when collected (“Single” or “All”).|
Note: Using both will create duplicate results.
|Flag Positive Result - Current vs Previous Month (Yes / No)||Yes||compare_result_months >0||Boolean flag to indicate improvement in Result compared to the previous month.|
The flag is “yes” if the individual performer’s result improved.
|Result Value||100||Measure values according to “Interval Type” and “Measure Type” (the individual performer’s result for the current month).|
|Result Value Previous Month||80.64516129||Result from (leaderboard_day - interval '1' month)||“Measure Result” of the month prior to the current month/Month-1|
(the individual performer’s result for the prior month).
|Compare Performance Results - Current vs Previous Month||24%||((measure / measure_previous_month) - 1)||The percentage change in the individual performer’s result, month over month.|
|Goal Value||40||The average value of the goal over the time frame.|
|Status Goal Target||On Goal||measure >= goal ; measure < goal||“On Goal” means the individual performer achieved or met the goal; “Out of Goal” means the individual performer failed to achieve or meet the goal.|
|Volume||2||A quantity count of the unique source events that roll into the current month’s result.|
|Volume Previous Month||5||Volume from (leaderboard_day - interval '1' month)||A quantity count of the unique source events that rolled into the prior month’s result.|
|Compare Performance Volume - Current vs Previous Month||40%||((volume / volume_previous_month) -1)||The percentage change in the volume count, month over month.|
Updated 6 months ago