Viewing Quality Management historical reports

Quality Management historical reports display data related to evaluations, like evaluations completed and the associated agent.

Requirements for viewing Quality Management historical reports

• Account owner or admin privileges; or relevant role/privilege (such as the Evaluator default role)
• Quality Management license
• Zoom Contact Center license
• Zoom Contact Center voice or video recording enabled

How to view the Evaluation Results by Agent historical report

The Evaluation Results by Agent report displays agent information related to completed evaluations.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit analytics and reports settings.
2. In the navigation menu, click Quality Management then Analytics and Reports.
3. Under Historical reports, click Evaluation Results by Agent.
4. Use the search bar to search for a specific evaluation.
5. Use the drop-down menus to filter the information displayed.
   • Date: Filter evaluations by range of time.
   • Select agent: Filter evaluations by Zoom Contact Center agents.
   • Select scorecard: Filter evaluations by performance management scorecards.
   • Select team: Filter evaluations by Zoom Contact Center teams.
   • Evaluation completion date option: Display interactions that have been evaluated and took place during the specified time period.
   • Interaction start time option: Display evaluations that took place during that time period, regardless of when the interactions themselves happened.

Information in the Evaluation Results by Agent report

• Agent Name: The Zoom profile display name of the agent that is assigned to the interaction. Click the embedded link to view a breakdown of all evaluations for the agent in the specified time period.
• Team: The team that the agent is a member of.
• Scorecard: The number of completed scorecards in the specified time period.
• Evaluation Score: The associated evaluation score.
• Evaluation Date: The two dates are used to indicate the earliest and latest evaluations completed for this agent within the time range. For example, if the time range on the report is set to January 1 to January 31, but the agent only had evaluations on January 5 and January 22, Jan 05 - Jan 22 would be displayed in that column

How to view the Evaluator Performance historical report

The Evaluation Performance report displays evaluator information related to completed evaluations.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit analytics and reports settings.
2. In the navigation menu, click Quality Management then Analytics and Reports.
3. Under Historical reports, click Evaluation Performance.
4. Use the search bar to search for a specific evaluation.
5. Use the drop-down menus to filter the information displayed.
   • Date: Filter evaluations by specified time period.
   • Select evaluator: Filter evaluations by the evaluator.
   • Select scorecard: Filter evaluations by performance management scorecards.
   • Select team: Filter evaluations by Zoom Contact Center teams.
   • Evaluation completion date option: Display evaluations completed within the specified time period.
   • Interaction start time option: Display evaluations where the associated interaction was started within the specified time period.

Information in the Evaluation Performance report

• Evaluator: The Zoom profile display name of the evaluator. Click the embedded link to view a breakdown of all the evaluator’s completed evaluations in the specified time period.
• Team: The team that the evaluator is a member of.
• Completed Evaluations: The number of the evaluator’s completed evaluations.
• Evaluation Score: The associated score for the evaluator’s completed evaluations.
• Evaluation Date: The creation date and due date of the evaluation.

How to subscribe to historical email reports

You can subscribe email addresses to periodically receive email notifications for Quality Management historical reports. A ZIP file will be attached to the email notifications and contain the relevant reports as CSV files.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit analytics and reports settings.
2. In the navigation menu, click Quality Management then Analytics and Reports.
3. Under Historical reports, click Subscriptions.
   Note: You can also access subscription by clicking Subscribe in the top-right corner of the each historical report
4. Enter the following information:
   • Subscription Name: Enter a subscription display name to help you identify the subscription. This name is not used in the email notification.
   • Description (Optional): Enter an internal description for the subscription.
   • Recipient Email(s): Enter email addresses that will receive the email notifications.
   • Report Type(s): Select the reports to subscribe to.
     • Evaluation Results by Agent
     • Evaluator Performance
   • Report Criteria: Specify the filters to determine what information is included in the email reports. See the previous sections for the Evaluation Results by Agent and Evaluator Performance reports for more information.
   • Frequency: Select a frequency for the emails. This will determine the time period covered in the reports. For example, if you set the frequency to Weekly, the email report will cover the last 7 days.
   • Delivery Day: If you selected a weekly or monthly frequency, select the day that the reports will be sent.
5. Click the check box to confirm, then click Subscribe.