Skip to main content

Evaluating individual performance

Ahmed Boghdady
Updated

Evaluating individual performance

The Frontline Engagement dashboard is where you can see customer feedback for an individual user, a member of your team, or your team as a whole. The dashboard gadgets provide clear visibility into what is going well and where improvement is needed.

Frontline Engagement dashboard

For an individual user, the dashboard is divided into several sections with your feedback data and your ranking in your assigned team. The time settings at the top of the page determine the period of time when the feedback was collected.

  1. To change the period of time for the data in the graph, click Week, Month, Year, or Custom at the top of the dashboard. If you select Custom, use the calendar to select a start date and an end date, and then click Apply.
  2. To filter the sections displayed in the dashboard, click the Filter (Filter) icon at the top of the dashboard and then select the values for scores, structured fields, and categories to view. When you are done, click the Close (Close) icon in upper-right corner. To clear your selections, click Clear Filters in the lower-right corner.

The following table describes each section:

Section Description and actions
User identifier  The current user's photo or initial and user name are displayed in the upper-right corner of the page.
Raveometer The Ravometers display your overall feedback score for several score measures:
  • The closer the arrow is to green section on the right, the better you are doing overall.
  • The percentage shows how much your score has improved or declined since the last time you were rated.
League table The League table displays the top performers of your team, along with their scores.
  • To change the score measure, click your user name in the upper-right corner of the page, and then select a score measure from the drop-down list. Click your user name again to close the pop-up box.
Feedback The Feedback pane displays the displays the taxonomy categories for the most common positive (in green) and negative (in red) comments about you from your customers:
  • Click a keyword to see related customer messages.
  • To expand the messages panel, click the Expand (Expand) icon in the upper-right corner. To close the message panel, click the Close (Close) icon in the upper-right corner again.
Topics your customers are talking about The Topics pane at the bottom of the dashboard charts the average Sentiment score for the most common positive (in green) and negative (in red) comments in your customers' feedback.

From the Frontline Engagement dashboard, you can access the following dashboards:

Trends

For an overview of your sentiment score trends over a period of time:

  1. Click Trends Trends in the left pane.

    You see a graph tracking sentiment scores for people, place, process, and product over the selected period of time. Additional information for each category appears below the graph.

  2. To view scores for one or more categories separately, select the check box for one or more categories in the table. The graph for all feedback updates to reflect the selected categories.

  3. To track other score measures, click your user name in the upper-right corner of the page, and then select a score measure from the drop-down list. Click your user name again to close the pop-up box.

    The graphic in the right pane updates to reflect your selection.

  4. To return to the Frontline Engagement dashboard, click Home Home in the left pane.

Rankings

For additional information on your rankings within the teams to which you are assigned:

  1. Click Rankings Rankings in the left pane.

    On the left, you see a list of individual agents and their score measure for the selected time period. The top-scoring agent for the score measure appears in position 1, at the top of the list. On the right, you see a list of teams.

  2. To change the score measure, click your user name in the upper-right corner of the page, and then select a score measure from the drop-down list. Click your user name again to close the pop-up box.

    The Agents list adjusts the rankings for the new score measure.

  3. To return to the Frontline Engagement dashboard, click Home Home in the left pane.