This dataset is available for accounts that have Performance Management (PM) enabled.

Desired FieldDescriptionTypeFormatFilterField TypeMetrics Calculation
AgentConcatenation of the Agent Name, e-mail, and ID. < Ex.: Name Surname ([email protected])[60643r3de2aef33b6e396105] >Text (string)YesDimensionsNA
Agent IDHexadecimal unique ID, automatically created by the platform.Text (string)YesDimensionsNA
Agent EmailEmail the agent used to create the account.Text (string)YesDimensionsNA
Agent NameAgent name.Text (string)YesDimensionsNA
Team IDIndividual team identification.Text (string)YesDimensionsNA
Team NameName of the team(s) the agent belongs to.Text (string)YesDimensionsNA
Queue NamesNames of the Ring Groups (Queues).Text (string)YesDimensionsNA
Count AgentAgent ID Count.Number0YesCalculatedcount agent_id
Count Distinct AgentDistinct Agent ID Count.Number0YesCalculatedcount distinct agent_id
Interval TypeThe time interval for extracting values from Measures. (“Daily”, “Weekly”, “Monthly”).Text (string)YesDimensionsNA
Measure NameThe name of the Measure where the data was collected. (QM Score, SMS Closed, etc.).Text (string)YesDimensionsNA
Queue TypeThe type of the queue when collected (“Single” or “All”).Text (string)YesDimensionsNA
LeaderBoard DateThe data collection date that was processed for the Leaderboard.
This date is not a timestamp value.
It has the collection day for daily values, or it can indicate the first day of the month, when the Interval Type is “Weekly” or “Monthly”.
TimeYYYY-MM-DDYesDimensionsNA
Goal ValueGoal value defined on the day of the collection.Number0YesDimensionsNA
Mean ValueMean of collected values according to Interval Type.Number0YesDimensionsNA
Result ValueMeasure values according to Interval Type and Measure Type.Number0YesDimensionsNA
VolumeEvents quantity for that Measure Type and Day.Text (string0YesDimensionsNA
Status Goal TargetIndicates whether the expected value was reached or not (“On Goal” and/or “Out of Goal”).Text (stringYesCalculatedmeasure >= goal ; measure < goal
Status Mean TargetIndicates whether the expected value was reached or not (“On Mean” and/or “Out of Mean”).Text (string)YesCalculatedmeasure >= mean ; measure < mean
Compare Performance Results - Current vs Previous MonthCompare performance results: Current vs previous month.Number (Percent)0.00%YesDimensions((measure / measure_previous_month) - 1)
Compare Performance Volume - Current vs Previous MonthDifference in Volume between the current month and previous month.Number (Percent)0.00%YesDimensions((volume / volume_previous_month ) -1)
Flag Positive Result - Current vs Previous Month (Yes / No)Boolean flag to indicate agents who had improvements in Result compared to the previous month.BooleanYes / NoYesDimensionscompare_result_months >0
Missing Result for the Goal - Current MonthHow much the agent needed to reach the goal.Number (Percent)0.00%YesDimensions(measure / goal >= 1 then 0 else 1 - measure / goal)
Month Comparison - Current vs Previous MonthMonths being compared for Trends Measure.String (Date)MM-YYYY - MM-YYYYYesDimensions(l_day_previous_month, '%M-%Y') || ' - ' ||(leaderboard_day, '%M-%Y')
Previous MonthMonth prior to the current month selected.DateYYYY-MM-DDYesDimensions(leaderboard_day - interval '1' month)
Result - Previous MonthMeasure Result of the month prior to the current month. *Note: Always check the current month of the survey to know that it is related to the Measure Result of Month -1.* Number0YesDimensionsResult from (leaderboard_day - interval '1' month)
Result on the Goal - Current MonthAgent’s performance in relation to the goal.Number (Percent)0.00%YesDimensionsmeasure / goal
Volume - Previous MonthMeasure Volume of the month prior to the current month. Always check the current month of the survey to know that it is related to the Volume of Month -1.Number0YesDimensionsVolume from (leaderboard_day - interval '1' month)
AVG ResultAVG Result Total.Number0YesCalculatedaverage(measure)
AVG VolumeAVG Volume Total.Number0YesCalculatedaverage(volume)
Count Agent NON Positive Result - Current vs Previous MonthDistinctive count of agents who had no Results improvements compared to the previous month.0YesCalculatedcompare_result_months < 0
Count Agent Positive Result - Current vs Previous MonthDistinctive count of agents who had Results improvements compared to the previous month.Number0YesCalculatedcompare_result_months >0
Pivot ResultPivot Result Total. This metric is for use with Pivot. E.g., with columned dates for the results of each month.Number0YesCalculatedmax(measure)
Total ResultSum Result Total.Number0YesCalculatedsum(measure)
Total VolumeSum Volume Total.Number0YesCalculatedsum(volume)
TrendResults in Percentage for agents with better performances between the previous month and the current month.Number (Percent)0.00%YesCalculated(count_trend_positive_agent / count_distinct_agent_id)
Trend DifferencePercentage results for agents who did not perform better between the previous month and the current month.Number (Percent)0.00%YesCalculated1 - trend
Matched Goal and TrendIndicates when the agent had improvements between the comparison months and also reached the goal.BooleanYes / NoYesCalculatedcompare_result_months <=0 and goal_target ; compare_result_months > 0 and goal_target
Count Agent Positive Attainment - Improvement and GoalDistinctive count of when the agent had improvements between the compared months and also reached the Goal in the current month.Number0YesCalculatedcount_distinct agent_id filters: [match_goal_trend_agent: "Yes"]
Count Agent NON Positive Attainment - Improvement and GoalDistinctive count of when the agent did or did not improve between the compared months, and also did not reach the Goal in the current month.Number0YesCalculatedcount_distinct agent_id filters: [match_goal_trend_agent: "No"]
AttainmentPercentage of Agents that had improvements between the compared months and also reached the Goal.Number (Percent)0.00%YesCalculatedcount_goal_trend_positive_agent / count_distinct_agent_id

Filtering Considerations

The “PM Trends” dataset requires specific filters that must be applied to avoid unwanted results.
The “Interval Type” filter should be used with the “Monthly” aggregation type to prevent trend calculations from being applied to other interval types, such as weekly, among others.
Trends are only applied for comparison between “Monthly” results. Therefore, it is required to have the following filters applied:

  • "Date": at least 2 months
  • "Interval Type": “Monthly”
  • "Queue Type": “All” or “Single”

Please note that in order to have valid calculations with the trends of each agent, you have to take into consideration the filters applied, and the dimensions used.

Tip: To prevent duplications (more than one value on the same event/measure), the dimensions selected to compose the dataset must be the same as the ones in the “PM Trends” section.