Agents Evaluation Summary view

AI-generated summary

Genesys Cloud's Agents Evaluation view provides comprehensive agent performance analytics and management capabilities within a customizable reporting interface. Users require specific permissions across Analytics, Quality, UI, Authorization, Groups, OAuth, and Telephony modules to access this functionality. The view displays evaluation data created within selected time periods, excluding calibration evaluations, with customizable columns and filtering options. Users can filter by evaluation form name (with only the most recent published forms searchable, though previous versions appear in results), select date ranges using preset intervals (Current Interval, Today, Yesterday, This Week, Last Week, Previous 7 Days, This Month, Last Month, and Previous 30 Days) or custom calendar selections, and filter by multiple user attributes including name, division, group, work team, role, and location. The Active Users filter allows selection by user type: Active Users, Inactive Users, Active and Inactive Users, or Deleted Users. Table customization features include column management through reordering via drag-and-drop or keyboard navigation, resizing by dragging borders, horizontal scrolling for large datasets, and selection of up to 20 columns with reset-to-default options. Column sorting and alphabetical organization by category are supported. Enhanced accessibility features include keyboard navigation, screen reader support, improved focus management, and the ability to accommodate longer values such as conversation IDs. Users can set default time zones in the analytics workspace, manually refresh data, save customized filter and column settings, and export view data. Multiple users can be selected simultaneously to generate aggregate metrics for up to 50 agents through the "View as group" option. Customizations persist across navigation and view transitions, and users can create saved views for quick switching between configurations. Agent management capabilities enable administrators to modify presence status between On Queue and Off Queue, select secondary statuses when applicable, log out agents (which terminates active connections), and disassociate agents from stations. Users with appropriate Telephony and Directory permissions can perform these actions across divisional boundaries. Data variations may occur between and Detail views due to differences in retrieval methods, time dimensions, and data sources

PrerequisitesClick to expand

The following permissions

All permissions under Analytics > Data Export
Directory > User – View
Quality > Evaluation – View
Quality > Evaluation – searchAny
UI > Supervisor Agent Details – View
Authorization > Role – View (to filter agent list by Role)
Groups > Work Team – View (to filter agent list by Work Team)
OAuth > Token – Delete (to log an agent out of Genesys Cloud)
Telephony > Station – Disassociate (to disassociate an agent from a station)

The Agents Evaluation Summary view displays information about agent evaluations created during the selected time period. This view includes evaluation data regardless of whether the evaluations have been released, but it does not include calibration evaluations.

Note: Genesys Cloud automatically adds Quality > Evaluation - searchAny permission to roles that already have UI > Supervisor Agent Details - View, Quality > Evaluation - Edit, or Quality > Evaluation - Edit Score permission.

Available columns

To view the available columns, see the Agents Evaluation Summary view section in the View available columns in performance views by category article.

To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.
To view the list of available columns in the performance views by category, see View available columns in performance views by category.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To view the Agents Evaluation Summary view:

Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Evaluation and then click the view name to open it.
To see the most current data, click Refresh. This view does not update automatically.
To filter for a form name, enter the form name in the Evaluation form filter. You can see the performance data about the respective evaluation form.
To save the view with your filter and column settings, click Save.
To export the data in the view, click Export .
To see the Agents Evaluation Detail view, click an agent’s name.
To access the other Agents Performance views, click the other tabs.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Customize the view

To show only certain data, customize the Agents Evaluation Summary view. 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. To quickly switch between different data of interest in the same view, you can also save your filter and column settings as a saved view.

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

Note: When the aggregate data is unavailable in the summary row, Genesys Cloud hides the summary row and replaces it with the Summary Row Unavailable Use the search box to filter users message.

Filter metrics by dateClick to expand

The view displays data for evaluations that evaluators assigned during the date range selected for the view.

To customize analytics views, use the date filter.

Show meClick to expand

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to one month.

To use a preset to filter metrics, complete the following steps:

Click the date to display the date filter.
In the Presets list, select a preset date option.

Date presets

Presets	Description
Current interval	Shows data for the current 30-minute time period.
Today	Shows data for the time period that includes the current interval.
Yesterday	Shows data for the previous day.
This week	Shows data for a Sunday through Saturday time period.
Last week	Shows data for the previous week and Sunday through Saturday.
Previous 7 days	Shows data for the previous seven days.
This month	Shows data for the current month with no extra days.
Last month	Shows data for the previous calendar month with no extra days.
Previous 30 days	Shows data for the previous 30 days.
Interval	Shows data for a 30-minute time period.
Day	Shows data for a single 24-hour day.
Week	Shows data for a Sunday through Saturday time period.
Month	Shows data for the exact month with no extra days. If the current month is selected, you see the data up to the current date.

To use a custom date range to filter metrics, complete the following steps:

1. To display the date filter, click the date.
2. Select a start date and an end date on the calendar.
3. Click Apply.

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

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

Filter by evaluation form typeClick to expand

To filter by form type:

Click Toggle filters panel
Select the required evaluation form type: Evaluation Form or Auto-Evaluation Form.
From the select list, choose the required evaluation form.
Click Apply.

Note:

You can filter by either an evaluation form or an Agent Auto-Evaluation form, but not both at the same time.
If you select an Agent Auto-Evaluation form, the view shows evaluations generated by Programs > Agent Scoring Rules and ad hoc evaluations assigned to the Virtual Supervisor for automatic submission.

Show, hide, and rearrange columnsClick to expand

Tables are updated to provide a more accessible and user-friendly experience through enhanced keyboard navigation, screen reader support, focus management, and improved accessibility compliance. These enhancements help users interact with table content more effectively. You can also resize columns and scroll horizontally, making it easier to view and work with large datasets.

To show or hide columns:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane appears.
Click the Manage columns tab.
(Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z.
(Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
(Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle.
Search or scroll to select the columns you want to view.
Note: You can also use keyboard navigation to choose the columns.
Click Save. The selected columns appear on the screen.
Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To reorder the columns within the column picker:

At the upper right corner of the table header, click the Edit columns icon. The Add/Remove Column pane (column picker) appears.
Click the Reorder columns tab.
Click the grid icon of a column, and then drag and drop to reorder it within the column picker.

Notes:

You can also use keyboard shortcuts to reorder the columns. To reorder the columns using the keyboard, perform the following:
1. Click to select the grid icon of the column to be reordered, and on the keyboard, press the Spacebar.
2. To position the column, use the Up or Down arrow keys.
3. Press the Spacebar. The chosen column is reordered.
To improve keyboard accessibility and provide a more consistent user experience, column reordering is no longer performed by dragging column headers directly in the table. To reorder columns, use the Reorder Columns tab.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

To better accommodate your screen size and reporting needs, you can customize the table layout in the view.

Resize columns

To resize the width of a column:

Hover over the boundary between two column headers.
When the resize cursor appears, click and drag the column border left or right.
Release the mouse button when the column reaches the desired width.

Resizing columns can help you view longer values, such as conversation IDs, user names, or other data, without truncation.

Scroll horizontally

If the view contains more columns than can fit within the available screen width, a horizontal scroll bar appears at the bottom of the table.

To view more columns:

Use the horizontal scroll bar at the bottom of the table.
Scroll left or right to access columns that are not currently visible.

Horizontal scrolling lets you view all available data while maintaining your selected column widths.

Note: Column resizing and horizontal scrolling affect only the display of the current view and do not change the underlying data.

Filter by userClick to expand

To enter names of users you want to view, click the Filter user(s) search icon . Genesys Cloud populates the summary row with aggregate data about those users. You can filter by a User name, Division name, Group name, Work Team name, Role, or a Location. As you enter a name, the suggested names are displayed in the search results with the filtering type on the right. When entering a user name, you can also select the Reports to filtering type, to display the user's direct reports. You can continue to enter and select additional users to add to the view.

Filter by selecting multiple users

You can select multiple users to filter by.

In the user's row, select the check box.
Continue selecting user check boxes to add to filters.
Click Add to filters.

To use the summary row to see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users.

Note: The summary row can populate aggregate data for up to 50 agents at once.

View aggregate data

To view aggregate data for several users, filter for multiple users and click View as group. Genesys Cloud displays the Agents Evaluation Detail view with aggregate data for the users that you selected. Use the Back arrow icon to return to the Agents Evaluation Detail view.

Filter agent list by user typeClick to expand

To filter the agent list by user type, in the top left-hand corner, choose any one of the required user types from the Active Users filter:

Active Users (Default) – To filter only the active agents in the organization from the agent list.
Inactive Users – To filter only the inactive agents in the organization from the agent list.
Active and Inactive Users – To filter both the active and inactive agents in the organization from the agent list.
Deleted Users – To filter only the deleted agents in the organization from the agent list.

Note: You can filter the deleted users only by using the user name and cannot filter by using other user filters such as division, group, location, reports to, role, or work team.

Change an agent's statusClick to expand

From the Agents Evaluation Summary view, hover over the presence dot beside an agent’s name.

To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.

To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.

Note: You cannot select Out of Office as a status.

If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.

Log out an agentClick to expand

Disassociate an agent's stationClick to expand

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