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:

Date
Interval Type
Measure Name
Queue Type
Month Comparison
Agent Name

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

Field Name	Example/format	Calculation	Notes
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.