How to use the Category Performance report
The Category Performance report analyses how well teams and agents perform across different evaluation categories. Categories are tags applied to line items in your quality forms, allowing you to track performance trends for specific aspects of customer interactions.
Accessing the report
Required permissions
Feature flag | Technical name | Description |
KPI Reports |
| Enables KPI reporting (included by default) |
Required permissions:
Access to Reports > Category — to view category performance data
Note: Contact your evaluagent administrator if you don't have access to these features.
Navigation
Navigate to Reporting in the main menu
Select Category Performance
The report opens with the hierarchical view by default
Report views
Hierarchical view
The default view shows performance data organised by your organisational hierarchy:
Organisation summary at the top level
Team/department breakdown
Individual agent performance (if you have agent-level permissions)
Custom view
If you have custom reporting groups configured, you can switch to the custom view using the dropdown selector to see performance for custom group structures.
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
Scorecards (multiple selections allowed)
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?
Performance table
Each row in the table represents a category and displays:
Category icon: Visual identifier for the category
Category name: The name of the evaluation category
Count: Number of times line items with this category were evaluated
System scores: Distribution bar showing Pass/Fail/NA percentages
Trend chart: Click the chart icon to view performance over time
System scores explained
The distribution bar shows three components:
Pass (green): Percentage of line items that passed
Fail (red): Percentage of line items that failed
NA (grey): Percentage marked as Not Applicable
Navigating the hierarchy
Drilling down
Click "View next level" to drill down into sub-teams or agents
Use the breadcrumb navigation to track your position in the hierarchy
The breadcrumb shows: Organisation Summary > Team > Sub-team > Agent
Understanding data at different levels
Organisation level: Shows aggregated performance across all teams
Team level: Displays performance for all agents in that team
Agent level: Shows individual agent performance by category
Interactive features
Score details modal
Click on any segment of the System Scores distribution bar to view detailed information:
Agent details tab:
List of agents with their individual counts for the selected outcome
Click an agent name to see specific evaluations
View contact references with direct links to evaluations
Root causes tab (if configured):
Breakdown of root causes for failed items
Percentage distribution of each root cause
Helps identify common failure patterns
Category trend chart
Click the trend icon to view performance over time:
Line graph showing Pass/Fail/NA percentages
Configurable date range
Hover for specific data points
Compare multiple categories on the same chart
Exporting data
Click the Download button to export the report:
Downloads as a CSV file
Includes all visible data based on current filters
Preserves the hierarchical structure
Interpreting results
Understanding performance patterns
High pass rates: Categories where teams excel
Low pass rates: Areas needing training or process improvement
High NA rates: May indicate categories that don't apply to all interaction types
Using data for improvement
Identify focus areas — Sort by pass rate to find categories needing attention
Track progress — Use trend charts to monitor improvement over time
Compare teams — Navigate between teams to identify best practices
Drill to details — Use the score details modal to understand specific failures
Best practices
Effective report usage
Start broad, then focus — Begin at the organisation level for overall trends, drill down to identify specific problem areas, and use agent-level data for individual coaching
Combine with other reports — Cross-reference with Line Item Performance for detailed analysis, use alongside Quality Performance for the full picture, and compare with KPI reports for business impact
Set up regular reviews — Schedule weekly team reviews of category performance, focus on categories with declining trends, and celebrate improvements in previously weak areas
Common use cases
Training needs analysis: Identify categories where entire teams struggle
Individual coaching: Find specific categories where agents need support
Process improvement: Spot categories with consistently low scores across the organisation
Trend monitoring: Track the impact of training initiatives over time
Troubleshooting
No data displayed
Verify evaluations exist for the selected date range
Check that selected forms have categories assigned to line items
Ensure you have permission to view the selected teams/agents
Missing categories
Categories only appear if they have been evaluated
Check your form filter settings
Verify categories are properly configured in your quality forms
Performance considerations
Large date ranges may take longer to load
Use filters to focus on specific teams or forms
Export data for offline analysis of large datasets