How to use the KPI report
Navigation prompt
Go to REPORTING > click KPI report
The KPI report gives you detail on a range of data gathered within evaluagent. Build and export reports on performance for all your operational areas, from the top level (business) right through your organisation structure down to individual agent performance.
Accessing KPI reports
Required permissions
Feature flag | Technical name | Description |
KPI Reports |
| Enables KPI reporting (included by default) |
Legacy AQA UI |
| Enables Auto QA tab in KPI reports |
Required permissions:
Quality and KPIs - to access the KPI report page
View Agent Results, 121s and Feedback - to access agent-level data
Note: Contact your evaluagent administrator if you don't have access to these features.
Navigation
Navigate to the Reporting section in the main menu
Click on KPI Report
Choose your preferred view:
Hierarchical view - Navigate based on your organisation's team hierarchy
Team view - Show all teams at the top level
Agent view - Show all agents at the top level
Custom view - Based on reporting groups, where applicable
The agents and teams you can view depend on your position within the hierarchy and your specific permissions.
Report structure and tabs
1. QA tab (Manual QA)
Displays results from manual quality assurance evaluations:
Pass rates - Overall, team, and individual pass percentages
Quality scores - Average quality scores and performance trends
Evaluation metrics - Total evaluations completed and completion rates
Binary outcomes - Pass/Fail/N/A percentages with customisable outcome labels
Manual outcomes - Custom evaluation outcomes defined in your scorecards
Line item performance - Detailed breakdown by scorecard line items
2. Auto QA tab
Note: Only visible to users with the Legacy Analytics feature and permissions.
Shows results from automated quality assurance evaluations:
Automated scoring - Results from the AI-powered evaluation system
Auto QA metrics - Similar metrics to manual QA but from automated processes
Binary outcomes - Pass/Fail/N/A percentages for auto-scored items
Performance comparison - Side-by-side comparison with manual QA results
3. My KPIs tab
A consolidated view of all other tabs, so you can view everything without switching tabs.
Report views
Team/group level
Aggregated data - Combined metrics for all agents within the team/group
Drill-down navigation - Click on team names to view individual agents
Breadcrumb navigation - Easy navigation back up the hierarchy
Comparison metrics - Compare performance across different teams
Individual agent level
Agent performance dashboard - Detailed individual metrics
Evaluation heatmap - Visual representation of results by scorecard
Line item breakdown - Performance on specific scorecard criteria
Evaluation history - Individual evaluation details with outcomes
One-to-one integration - Schedule coaching sessions based on results
Scorecard tabs - Separate views for each scorecard
Column customisation
Column picker - Select which metrics to display
Custom ordering - Arrange columns to match your preferences
Persistent settings - Your column preferences are saved
Data display
Show/hide empty rows - Toggle display of agents/teams with no data
Sorting - Click column headers to sort ascending or descending
Pagination - Navigate through large datasets
Export and sharing
CSV export - Download data for further analysis
PDF export - Generate formatted reports for sharing
Direct links - Share specific report views with colleagues
Filtering reports
Available filters:
Date range (by published date or contact date) - Required
Report view selection (Hierarchical, Team, Agent, or Custom)
Evaluation modes
Scorecards (multiple selections allowed)
Contact channels and contact types
Integration filters
Data capture questions (if enabled)
Analytics topics (if enabled)
Include N/A / Include inactive agents
Include under review evaluations
Filter by evaluator
Agent-level analysis
When viewing individual agents:
Evaluation heatmap - Visual grid showing performance across evaluations and line items
Scorecard performance - Separate tabs for each scorecard
Line item details - Click on specific criteria for detailed performance
Evaluation history - Access individual evaluation results and feedback
Using data for coaching
Click the checkbox on an agent's evaluation heatmap to schedule a one-to-one based on specific results
Identify specific line items or scorecards that need attention using the checkboxes on the x and y axis
Use trend data to discuss improvement or areas of concern
Best practices
Generate reports weekly or bi-weekly
Review key metrics at regular team meetings
Compare current performance against historical baselines
Customise columns to show the metrics most relevant to your team
Save column preferences for consistent reporting
Troubleshooting
Cannot view agent-level data - Contact your administrator to request the "View agent results, 121s and feedback" permission
Cannot access KPI reports - Ensure you have the "Quality and KPIs" permission
No data showing - Check your date range and ensure evaluations exist for the selected period
Empty rows visible - Use the "Hide empty rows" toggle
Missing agents/teams - Verify your hierarchy permissions and selected filters
Slow loading - Try narrowing your date range or selection
Export timeouts - Try exporting smaller date ranges