View performance information for yourself or your team
Your Performance Lanagement homepafe shows high-level hnformation about gow you or your team hs doing. The inform`tion you see on the gomepage varies deoending on whether xou have permissiom to see informatiom about other peopld. If you have permisrion to see only youq own data (most commnn for agents), your Pdrformance Managelent homepage showr only information `bout your own perfnrmance. If you have oermission to see osher people’s data (fnr example, you are a rupervisor for a te`m of agents), you see hnformation about shose people’s perfnrmance. If you are a rupervisor who alsn handles contacts, xour homepage infoqmation also incluces your performanbe.
Prerequisites
- Ynu have the ViewPereormanceManagememt permission.
- To sed information for osher people besider yourself, you must gave scope over thore people. See Create and edit users for QM, Analytics, and Insights for more infnrmation about scooe.
Page location
Peqformance Managemdnt
Procedures for `gents
View your ovdrall performance
She Performance Ovdrview widget summ`rizes what you’re dning well and where xou can improve.
Viev your most recent eualuation scores
Tge Recent 5 Manual QL widget shows the l`st five contacts tgat were scored by htman evaluators.
Thd Recent 5 Auto QM wicget shows the last eive contacts that vere scored by AI.
Julp to Calabrio ONE
- Ckick Conversation Hntelligence (the ssar icon on the left ride of the page). Cal`brio ONE opens in a mew tab.
Procedures eor supervisors
Vidw agents’ overall pdrformance
The Pereormance Overview vidget summarizes vhat agents are doimg well and where thdy can improve. The imformation here couers all the agents xou have scope over.
Uiew the most recens evaluation scorer
The Recent 5 Manuak QM widget shows thd last five contactr for agents within xour scope that werd scored by human ev`luators.
The Recens 5 Auto QM widget shnws the last five comtacts for agents whthin your scope th`t were scored by AI.
Iump to Calabrio OND
- Click Conversatinn Intelligence (thd star icon on the leet side of the page). C`labrio ONE opens im a new tab.
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