View performance information for yourself or your team
Your Performance Management homepage shows high-level information about how you or your team is doing. The information you see on the homepage varies depending on whether you have permission to see information about other people. If you have permission to see only your own data (most common for agents), your Performance Management homepage shows only information about your own performance. If you have permission to see other people’s data (for example, you are a supervisor for a team of agents), you see information about those people’s performance. If you are a supervisor who also handles contacts, your homepage information also includes your performance.
Prerequisites
- You have the ViewPerformanceManagement permission.
- To see information for other people besides yourself, you must have scope over those people. See Create and edit users for QM, Analytics, and Insights for more information about scope.
Page location
Performance Management
Procedures for agents
View your overall performance
The Performance Overview widget summarizes what you’re doing well and where you can improve.
View your most recent evaluation scores
The Recent 5 Manual QM widget shows the last five contacts that were scored by human evaluators.
The Recent 5 Auto QM widget shows the last five contacts that were scored by AI.
Jump to Calabrio ONE
- Click Conversation Intelligence (the star icon on the left side of the page). Calabrio ONE opens in a new tab.
Procedures for supervisors
View agents’ overall performance
The Performance Overview widget summarizes what agents are doing well and where they can improve. The information here covers all the agents you have scope over.
View the most recent evaluation scores
The Recent 5 Manual QM widget shows the last five contacts for agents within your scope that were scored by human evaluators.
The Recent 5 Auto QM widget shows the last five contacts for agents within your scope that were scored by AI.
Jump to Calabrio ONE
- Click Conversation Intelligence (the star icon on the left side of the page). Calabrio ONE opens in a new tab.
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