Structured data can be obtained from Talkdesk Performance Management™ in Explore. Performance Management has two types of reports: Results and Trends.
Records of Historical performance data display starting from June 26th, 2022, or 30 days prior to the installation of Performance Management (whichever date is later). Historical data starts from that date forward, being retained until 14 months. This data is synchronized every time results are updated in Performance Management.
- A Business Intelligence (Explore) license is required to access Performance Management reports.
- Dates and hours in the report appear in Coordinated Universal Time (UTC).
- Results are calculated as part of the standing calculations for Leaderboards and/or Challenges.
Performance Management Results Analysis
The Performance Management Results Analysis is a default report with predefined fields. You can retrieve data on how agents are performing in the Talkdesk suite with this report, as well as measure results, goals, and averages.
To learn more about this report, see our documentation on Performance Management Results Analysis Report.
Performance Management Results Trend
Performance Management Results Trend is a default report with predefined fields. You can retrieve data on how performance results for specific measures are trending over time.
This report also shows month-over-month trends by Measure, along with supporting goal and volume data, helping analysts understand the percentage of employees improving over time.
Performance Management Improvement and Attainment
Performance Management Improvement and Attainment is a default report with predefined fields. You can retrieve data on how performance results for specific agents are trending over time.
This report shows trends by agent for each Measure, along with goal attainment. This helps analysts understand the trajectory of individual agent performance and if they are meeting set goals.
Performance Management Trends Filtering Considerations
The “PM Trends” dataset requires specific filters that must be applied to avoid unwanted results.
The “Interval Type” filter should be used with the “Monthly” aggregation type to prevent trend calculations from being applied to other interval types, such as weekly, among others.
Trends are only applied for comparison between “Monthly” results. Therefore, it is required to have the following filters applied:
- “Date”: at least 2 months
- “Interval Type”: “Monthly”
- “Queue Type”: “All” or “Single”
Please note that in order to have valid calculations with the trends of each agent, you have to take into consideration the filters applied, and the dimensions used.
Tip: To prevent duplications (more than one value on the same event/measure), the dimensions selected to compose the dataset must be the same as the ones in the “PM Trends” section.
Accessing the Reports
If you’re using Talkdesk Workspace, click on the Explore icon and select the report you wish to access. In this case, we’re going to access the PM Results Analysis Report .
From the report screen that appears, set the desired “Filters”  and then click Run .
Alternatively, if you are in Talkdesk Classic, go to:
Reporting section  > Explore tab  > Select the report’s name you wish to access. In this case, we’re going to access the PM Results Analysis Report .
Then, set the desired “Filters”  and click Run .