Agent Performance Report

Back to Reports List The Agent Performance Report provides a consolidated view of agent performance across selected scorecards. It includes channel, contact direction, adherence metrics, coaching assignments, and evaluation trends, enabling performance analysis across inbound and outbound evaluated interactions. The report includes:

Scorecard and evaluation scores
Metric adherence and failure percentage
Coaching assignments
Attribute-level performance analysis
Queue, language, agent, and agent group filtering
CSV export and scheduled delivery

The report includes only evaluated interactions and agents mapped to the selected scorecards. Aggregated metrics exclude interactions below the configured duration threshold unless they were manually evaluated.

Generate the Report

Create the Report Follow the standard report creation process described in see Scheduled Reports.
Select Agent Performance Report from the Report Type list.
Select one or more Agent Scorecards. At least one scorecard is required.
Select the Date Range and Timezone.
Complete the Configuration — Filters section.
Select + Add Filter to add one or more filter rows.
Select a Filter Type, such as: Channel (Voice or Chat), Contact Direction (Inbound or Outbound), Queue, Language, Agents, Agent Groups.
Select the appropriate values for each selected filter.
Select Optional Fields to include additional supported columns (interaction attributes) in the generated CSV.
- Available optional fields depend on the selected scorecard.
- Selected fields are appended as additional columns in the exported CSV.
Enter one or more email addresses in the Send Email to field to send the automated reports. At least one email address is required.
Select Next.
Complete the Schedule section to generate the report using the current configuration.

For information about report configuration, see Configure Schedule Reports.

Report Fields

Generated CSV Fields

The report exports agent-level performance details, evaluation summary metrics, scorecard results, coaching information, and attribute-level evaluation performance. Each row represents a single agent and includes overall scores along with attribute- and metric-level results.

Field	Description
Agent Name	Name of the evaluated agent.
Total Interactions	Total number of evaluated interactions for the agent.
Kore Evaluation Score	Overall Quality AI evaluation score calculated for the agent.
Failed Interactions Count	Number of interactions that failed the evaluation criteria.
Fatal Interactions	Number of interactions containing fatal metric violations.
Coaching Assignments	Number of coaching assignments associated with the agent.
Scorecard Score	Overall score calculated from the configured scorecard.
`<Attribute Name>`	Name of a scorecard attribute. Examples include AU update Jan12, Agent rude update Jan12 update, CU, Greet update Jan8, Price, Resolution update Jan8, Voice Jan8 update, and sign-off.
`<Attribute Name>-Score`	Overall score calculated for the corresponding scorecard attribute.
`<Metric Name>`	Metric performance associated with a scorecard attribute. Metrics are generated dynamically based on the configured scorecard.

Example Metrics

The following are examples of dynamically generated metric fields:

Metric	Description
AU update Jan12 - COMMON AU - GEN & DET	Evaluates agent understanding using Generative AI and deterministic evaluation criteria.
AU update Jan12 - COMMON CU - GEN Both	Evaluates customer understanding using Generative AI-based criteria.
Agent rude update Jan12 update - Agent Blaming Customer	Evaluates whether the agent avoids inappropriately blaming the customer.
Agent rude update Jan12 update - Agent Maintain Professionalism	Evaluates whether the agent maintains professional communication standards.
Greet update Jan8 - COMMON Greeting Compliance Rate	Evaluates whether the agent follows the required greeting guidelines.
Price - COMMON Pricing	Evaluates how well the agent handles pricing-related customer queries.
Resolution update Jan8 - COMMON Resolution Compliance - Confirmation of Resolution Provided	Evaluates whether the agent confirms and communicates resolution completion appropriately.
Voice Jan8 update - Speech Crosstalk Update	Evaluates overlapping speech or interruptions during the interaction.
Voice Jan8 update - Speech Dead Air	Evaluates periods of silence or inactivity during the interaction.
Voice Jan8 update - Speech Rate Violation	Evaluates whether the agent’s speaking rate meets configured standards.
sign-off - COMMON Proper Sign-off	Evaluates whether the agent follows the required closing and sign-off guidelines.

Attribute and metric fields are generated dynamically based on the configured scorecard. Each attribute includes an overall attribute score followed by the individual metric results associated with that attribute.

View and Download the Report

For information about viewing, downloading, managing reports, and adding, editing, or removing filters, see Manage Reports. Reports are exported in CSV format.

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References

Agent Performance Report

Generate the Report

Report Fields

Generated CSV Fields

Example Metrics

View and Download the Report

​Generate the Report

​Report Fields

​Generated CSV Fields

​Example Metrics

​View and Download the Report

Generate the Report

Report Fields

Generated CSV Fields

Example Metrics

View and Download the Report