My Evaluations view


前提条件

The following permissions:

  • Analytics > Conversation Aggregate > View
  • QualityEvaluation View
  • To activate and deactivate queues: Routing > QueueJoin
  • To export view data: AnalyticsData Export All

The My Evaluations view displays information about your evaluations. This view shows all of your completed and released evaluations during the selected time period.

View your evaluations data

  1. Click PerformanceMy Performance
  2. Click the Evaluations tab. 
  3. To see the most current data, click Refresh . This view does not update automatically. 
  4. To open and review released evaluations, click the link in the Release Date / Time column. 
  5. To save the view with your filter and column settings, click Save .
  6. To export the data in the view, click Export .
  7. Click the tabs to open your My Performance, My Status and My Schedule views. 
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate yourself for queues

Choose which queues to work by activating and deactivating queues. After you activate a queue, when you are On Queue, you receive interactions from that queue. You must be a member of a queue in order to activate or deactivate it. 

To activate or deactivate queues from this view:

  1. Click the Queue Activation icon. Queue Activation icon
  2. Select the queues you want the agent to work.
  3. Click Update

ビューをカスタマイズする

Customize the view to show only certain data. For example, you can choose to show only certain columns or filter to show previous weeks. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

Filter by users to populate the summary row with aggregate data about those users.

This view shows all completed and released evaluations for an agent during the selected time period.

To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

アイコン Time Period オプション
Queues performance day icon

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time. Queues Performance view current day or interval



To show or hide columns, click  Table Columns and then select the columns you want to view. 

To rearrange columns, click a column header and drag it.

Available columns

Your customizations determine which columns the view shows.


説明
リリース日/時間

The date and time that the survey was released for the agent to view. Click the time to open the evaluation. 

スコア

The overall evaluation score based upon an evaluator's responses on an evaluation form.

重大スコア

The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.

評価フォーム名

The name of the evaluation form used to score the agent. 

評価者

The name of the person who completed the evaluation. 

Reviewed By Agent

Whether the agent has reviewed the evaluation.