Managers Evaluation (agent performance)

The Managers Evaluation section helps you track support performance across the team and per individual agent based on your configured criteria. It gives you a clear, measurable view of quality and how it changes over time — so you can identify top performers, spot coaching opportunities, and monitor consistency.

How to use it

• Use Select Criteria to choose what you want to analyze (e.g., total score or a specific criterion).

• Filter by Date Range (quick presets like 1w / 2w / 1m / 6m / 1y or custom dates) to see trends for a specific period.

• Compare agents side by side to understand who is consistently meeting standards and where specific gaps appear.

💡Useful tips: Use this view to guide 1:1 coaching and team calibration: focus on agents with low or declining scores, drill into the criteria that drive the drop, and review conversation examples to pinpoint what to change. Over time, you can track whether coaching improves scores, validate that criteria are applied consistently, and spot recurring issues that may require updated playbooks, training, or knowledge base improvements.

Pivot reports

Open Dashboard → Custom dashboards, choose New dashboard, and select Pivot report. Choose two different categorical attributes for rows and columns, then choose a metric:

• Conversation count counts unique conversations in each intersection.
• Percentage uses the row as its default denominator. You can instead select the column or all conversations.
• Average, Median, and Sum aggregate a numerical or duration attribute. The sample indicator n = 2 / 200 means that only two of the 200 conversations have a numeric value. Zero is a value; missing values are excluded. A dash means there are no numeric values.

The report uses the same shared filters as the other custom dashboards and its own date range, interpreted in the project's reporting timezone. A one-off evaluation launch replaces the date filter. Include missing categories puts conversations without an axis value in No value; turning it off excludes them before calculating percentages.

The bottom row and right column show totals. When an attribute allows multiple categories, one conversation can appear in several cells. Totals count each conversation once, and percentages across overlapping categories can add up to more than 100%. Numeric totals are recalculated over the distinct conversations rather than averaged from cells.

Click a cell or total to open the existing Conversations page with that selection and the active report filters. Numeric cells open all conversations in the intersection, including those without the numeric value. Clear the pivot filter to leave the intersection. Browser Back restores the report settings. If someone edits the saved report after you open a cell, reopen the report to get a fresh selection.

Dashboards open expanded whenever you enter Custom dashboards. Heatmap is enabled by default to highlight larger values; click it to turn the cell coloring off or back on. Change the metric or percentage direction above the table; users with editing access can select Save changes to make those settings the saved defaults. Use Edit to change axes or missing-value handling.

Export CSV and Export Excel export the complete filtered matrix, including totals and sample counts. Excel includes separate Report, Conversation counts, Parameters, and (for numeric metrics) Numeric samples sheets. Percentage values in Excel are numeric percentages.