How to use the Line Item Performance report
Navigation prompt
Go to REPORTING > click Line item performance
The Line Item Performance report gives you detailed analysis of individual evaluation criteria performance across teams, individuals, and scorecards. It helps you identify specific areas for improvement within your evaluation scorecards.
Accessing the report
Navigate to the Reporting section in the main menu
Click on Line Item Performance in the reporting menu
The report loads with the following tab options:
Line Items
Line Item Groups
Root Causes (if available)
Root Cause Groups (if available)
Required permissions
Feature flag | Technical name | Description |
KPI Reports |
| Enables KPI reporting (included by default) |
Required permissions:
View Line Item Reports — to access line item performance data
Note: Contact your evaluagent administrator if you don't have access to these features.
Understanding the report interface
Report filters
The complete list of available filters:
Date range (by published date or contact date)
Reporting view: Choose between standard hierarchical view or custom reporting views (if you have custom reporting access)
Team/group selection: Filter by specific teams or groups based on your selected view
Evaluation modes
Scorecard (the Line Items and Root Causes tabs are limited to one scorecard at a time; the Line Item Groups and Root Cause Groups tabs allow multiple selections)
Contact channels
Contact types
Data capture questions (if enabled — only appears if you have configured non-freetext questions with answers)
Analytics topics (if enabled — only appears for contracts using the Legacy Analytics UI with active analytics topics configured)
Include N/A?
Include inactive agents?
Tab navigation
Line Items tab
Displays performance data for individual evaluation criteria:
Performance distribution for each line item
Pass/fail rates
Total evaluation count
Trend indicators
Line Item Groups tab
Groups related line items together for consolidated analysis:
If no groups exist, you'll see a placeholder with an option to create groups
Performance metrics for line item groups
Management options for users with appropriate permissions
Root Causes tab (advanced feature)
If enabled, shows the root causes of failures for specific line items:
Distribution of root causes
Performance metrics by root cause
Root Cause Groups tab (advanced feature)
Similar to Line Item Groups, but for categorising and analysing root causes:
Performance metrics for root cause groups
Management options for users with appropriate permissions
Using the report
Basic navigation
Select your desired date range and scorecard
Choose your reporting view
Navigate between tabs to analyse different aspects of performance
Use the breadcrumb navigation to move between organisation levels
Analysing line item performance
Review performance distribution bars to identify problematic line items
Sort by evaluation count or line item name
Click on individual line items to see detailed breakdowns
Analyse trend indicators to spot improvement or decline
Working with line item groups
Users with appropriate permissions can:
Create new line item groups
Add line items to groups
Edit or delete existing groups
View consolidated performance for grouped line items
Analysing root causes (advanced feature)
When enabled:
Identify common reasons for line item failures
Group and categorise root causes
Analyse distribution of root causes across teams and individuals
Export options
Line Item Performance reports can be exported for further analysis:
CSV export: Available for all report tabs
Exports include all visible data in a structured format
Access via the export link in the report interface
Best practices
Regular review — Check line item performance weekly, monitor trends over time, and track improvement progress
Focus on problem areas — Identify line items with the highest failure rates, analyse root causes, and create targeted coaching plans
Group related line items — Create logical groups, compare performance across related criteria, and identify systemic vs. isolated issues
Share insights — Export reports for stakeholders, use performance data in coaching sessions, and highlight both strengths and areas for improvement
Troubleshooting
If you experience issues with Line Item Performance reports:
Verify your permissions
Check that you've selected a valid scorecard
Ensure data exists for your selected filters
Clear filters and try again with a broader date range
Contact support if issues persist