Articles on: Reporting & follow-up

NEW reporting guide

Roles, that can do this: Team leaders, Coaches, Unit supervisors, Management and Admin -users.


You can monitor the status of quality and coaching by evaluation forms, teams, employees, and supervisors through reporting. Access reporting by clicking Reports in the navigation bar on the left.


You can also watch quick video guides from this link or rolling down to the bottom part of this page.


Agenda:

Reporting Options

Customizing the table view

Cell coloring

Using Dimension filters

Exporting Reports

Report Types

Video guides


Reporting Selections

  1. Select the Report Type: Evaluation, Results, or Coaching.
  2. Choose the Report you want to view, for example, Evaluation summary. Reports created with the Report Builder feature are also listed in this menu.
  3. Select the Evaluation Form or Coaching Form you want to review. With the Report Builder, you can create reports that include both forms in one view.
  4. Under Users, select the organizations, units, and teams for which you want to see results. Click the arrow in front of a name to expand units and teams.
  5. From the Roles menu, select all roles whose results you want to include. By default, the report shows agent-level users.
Note: As of July 27, 2025, Unit Managers, Directors, and Admin users will by default see both agent-level and supervisor-level users.
  1. From the Level menu, select how you want the results to be displayed: by Company, Unit, Team, or Agent (=User, the evaluated person).
  2. Select the Response Dates, i.e., the date range for which you want to view results. (Note: the Interaction Date set for the evaluation determines the time range the results fall under.)
  3. If you want to filter results using Follow-up Targets, select the relevant options. You can choose multiple targets and apply filters to narrow down your results. More detailed instructions on this can be found at the end of this article.
  4. You can save the report as a favorite by clicking the Star icon in the top right corner. Without the Report Builder feature (add-on), each user can save up to two favorite reports.


Once the selections are made, the results will appear in a table and update automatically as you adjust the reporting settings. Watch the video tutorial from this link.


Customizing the table view

  1. Use the Search field to quickly filter the table for specific individuals, teams, or units.
  2. Click the Reset filters button to clear the reporting selections.
  3. Click the Show questions button to display the questions. Separation of sections will be added at a later stage.
  4. Sort the results by clicking the header row of the desired column. For example, you can sort results from best to worst or vice versa.
  5. Right-click on the header level to group data, pin columns, or apply sorting.


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Cell coloring

  • Green: When the result is 80% or above.
  • Yellow: When the result is between 50% and 79.9%.
  • Red: When the result is below 50%.


Using Dimension filters

  1. Filter results using the Dimension dropdown menu.
  2. You can select multiple different Dimensions or the same Dimension multiple times and decide whether results are included using the AND/OR option.
  3. You can specify that only exact matches are included by selecting =, or exclude specific results by selecting ≠.
  4. Results will automatically update based on your selections.


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Exporting Reports

  • The Evaluation Summary can be exported as an Excel, CSV, or PDF file.
  • The export options are located above the table in the top-right corner.


Report Types

Below is a brief description of each report:


Evaluations and comments

The Evaluations and comments report provides a detailed view of individual evaluations, including who did the evaluation, who was evaluated, the time spent, quality scores, and all comments—conveniently displayed in one view. If you need to access an old report, you can temporarily open it directly from this link.


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Evaluations by evaluator

The Evaluations by Evaluator report provides a quick overview of who has performed evaluations, how much time has been spent on them, and the types of evaluations given by each evaluator. If you need to access an old report, you can temporarily open it directly from this link.


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Evaluation answers

From the evaluation report, you can see how each question has been answered and the percentage of responses out of all answers for the selected time period. If you need to access an old report, you can temporarily open it directly from this link.


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Evaluation summary

The Evaluation Summary provides the quickest overview of how an individual, team, or unit should be developed based on evaluations. If you need to access an old report, you can temporarily open it directly from this link.


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Coaching summary

The Coaching summary report provides a quick overview of the number of training sessions and the time spent on them. Below is the purpose of each column:

  • Duration (Total) = Displays the sum of the start and end times recorded on the training form.
  • Duration (Average) = Displays the average of the above total.
  • Handling Time (Total) = Shows the handling time of the training form, i.e., how long the form has been in editing mode. This includes the editing times made by the trainee themselves.
  • Handling Time (Average) = Displays the average of the above total.

If you need access to the old report, you can temporarily open it directly via this link


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Coaching by coaches

The Coaching by coaches report shows who has filled in the coaching forms, for whom, and the time spent on them, in the same way as the "Coaching summary" report. If you need access to the old report, you can temporarily open it directly via this link.


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Latest coachings

The Latest coachings report lists the most recently completed coaching sessions for each person.

If you need access to the old report, you can temporarily open it directly via this link


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Coaching summary by dimensions

The Coaching summary by dimensions report allows you to see, how many coachingforms have been filled by DImensions, if there is any Dimensions on the coaching form.

If you need access to the old report, you can temporarily open it directly via this link


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Video guides

Under this first video guide you will find another video about how to customize the reporting area.




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Updated on: 24/07/2025

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