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Agent Performance Report

Exports agent performance scorecard data based on selected scorecards, with optional agent attribute inclusion. This report provides comprehensive insights into individual agent performance, including scorecard scores, attribute ratings, metric adherence, and coaching assignments.

Generate the Agent Performance Report

Steps to generate the Agent Performance Report:

  1. On the Reports tab, select New Report.

  2. From the Create New Report list, select the Agent Performance Report.
    Report Selection

  3. Select Next to proceed.

  4. Configure the General section.

    • Enter a unique identifier Name for the report.

    • Enter a meaningful Description explaining the report's purpose and intended audience.

    • Select Next to proceed.
      General

  5. Enter the Configure section fields and filters.

    • Select at least one Agent Scorecard from the dropdown.

      • Determines the data scope and included agents.

      • Enables you to select multiple scorecards for comparative analysis.

      • Only agents with assigned scorecards appear in the report.

    • Select a Date or date range from the dropdown, such as Current day, Previous day, Last 7 days, Last Week, Week to Date.

    • Select a Timezone (defaults to device local timezone) from the dropdown.

    • Configure Filter.

      • Select +Add Filter to configure additional filters.

        • Channel: Select communication channel (Chat, Voice).

        • Queue: Select one or more queues.

        • Language: Select languages assigned to the scorecard.

        • Agents: Select specific agents for tracking.

        • Agent Groups: Select a team or group of agents.

      • Set the values vs. the selected/added filters.

    • Add Optional Fields to include additional metrics or attributes.

    • Enter one or more addresses in the Send Email to field to send the automated reports (minimum one required).

    • Select Next to proceed.
      Configure

  6. To schedule report generation, select either Run on Demand and Schedule.

    • Select Run on Demand, and select Save to generate the report immediately with the current configuration.
      Configure

    • Select Schedule to set up automated recurring report generation.
      Schedule

  7. Choose a Frequency or Repeat (Hourly/Daily/Weekly/Monthly/Quarterly/Yearly).
    Repeat

  8. Select a Start Date to start the schedule.

  9. Select a Timezone (defaults to your device's local timezone).

  10. Select Instant Run to generate the report immediately.

  11. Select Save to confirm and activate the schedule.
    Save

  12. The saved report appears in the Reports > My Reports dashboard.
    My Reports

  13. Enable scheduling by switching on the Schedule toggle.

  14. Select Bulk Run to generate the report immediately.

Report Fields

Agent Performance Summary

This report provides an overview of each agent’s performance, summarizing key metrics such as total interactions, evaluation and audit scores, and adherence levels, along with detailed attribute-level results that show scores, adherence percentages, and interaction counts for each evaluated category.

Agent Name Total Interactions Kore Evaluation Score Scorecard Score Audit Score Fail % Coaching Assignments Contained Metrics & Adherence Summary
Lily Agent 20 0.00 28.00 0.00 0.00% N/A COMMON Closing Resolution: 40%, Dead Air: 33.33%, Cross Talk: 22.22%, Speech Rate: 11.11%, Greeting: 100%, Price: 100%, Resolution: 100%, Sign-off: 100%
Rosie V 11 0.00 -20.00 0.00 0.00% N/A Closing Resolution: 0%, Dead Air: 0%, Cross Talk: 0%, Speech Rate: 0%

View and Download the Report

Steps to view and download a report:

  1. On the Reports tab, navigate to the Actions column.

  2. Select the vertical Ellipsis button.

  3. Select History to view all generated reports.

  4. Select Download to save the required reports in CSV format.

Report Format

  • Format: CSV file

  • File Name: [ReportName]-YYYY-MM-DD-HH-MM-SS.csv
    Sample Report Format