Building a Performance Management Report
Overview
The Performance Management data source in Insights allows you to build reports and charts using the same metrics that power Performance Tiles on the Sharpen Q dashboard. This is where you go when you need a full view of your team's performance data, including metrics beyond the three tiles currently displayed to agents, or when you want to compare agents side by side.
Building the Report
Navigate to Insights and click New Report.
Select Performance Management as the data source.
Set the date range to match your Performance Tiles configuration, either the last 7 or last 30 days, depending on what your User Group is set to.
Filter by the specific User Group you want to report on.
Your report will display all Performance Tile metrics for every agent in the selected group, not just the three metrics currently shown to agents on their dashboard. The data reflects the same values an agent would see if they were viewing their Performance Tiles in Sharpen Q.
Sorting and Stack Ranking
To rank agents by a specific metric, click the sort arrows in the column header for that metric. This is particularly useful if you have stack rank enabled for the User Group in the Performance Tiles settings, as it lets you see exactly where each agent stands relative to their peers.
Performance Tile metrics are pre-calculated averages. Summary functions are not available for this data source, as applying them would result in averages of averages.
Related Articles
This article is part of a series on Admin Configuration topics.