3.4. Leaderboard
Path: WORK › Leaderboard · Who: Agent, Supervisor, Admin
Page map
The Leaderboard ranks agents by their average quality score for a selected period.
Region / control | What it does |
|---|---|
Period selector | Last Day, Last 7 Days, or Last 30 Days. |
Podium | The top three ranked agents for the period. |
Full leaderboard table | Rank, Agent, Change, Quality score, and Interactions for each ranked agent. |
Count line | How many agents are ranked and not ranked in the period, and the minimum interactions needed to qualify. |
Not yet ranked (Supervisor, Admin) | Expandable list of agents below the minimum; load more in pages. |
Download (Supervisor, Admin) | Download every ranked and not-yet-ranked agent as CSV (.csv) or Excel (.xlsx). |
Refresh | Reload the leaderboard. |
Columns
Column | Meaning |
|---|---|
Rank | Position in the period. The top three are highlighted gold, silver, and bronze. |
Agent | Agent name and secondary detail. A streak badge shows how many continuous days the agent's score trended upward. |
Change | Places the agent's rank moved up (+N) or down (−N) since the previous period (last day). "-" means no previous period to compare. |
Quality score | The agent's average quality score across all interactions in the period. |
Interactions | Total interactions for the agent in the period. |
Feature hub
- Ranking eligibility: An agent must have a minimum number of evaluated interactions in the period to be ranked. The page shows the minimum, for example: "Note: minimum N interactions are needed to qualify for ranking."
- What Agents see: Your own row is highlighted and marked You. The count line shows your rank, for example "You are #4 of 120 ranked agents." If you have fewer than the minimum interactions, a notice tells you how many you need to be eligible.
- What Supervisors and Admins see: The table lists the top 20 ranked agents. Expand Not yet ranked for agents below the minimum, or download the full list.
- Empty states: "No agents to rank" (no agents on the account), "No interactions …" (no evaluated calls in the period), or "Nobody is ranked yet" (every agent is below the minimum). Try a longer period.
Tasks
Check your rank (Agent)
- Go to WORK › Leaderboard.
- Choose Last Day, Last 7 Days, or Last 30 Days.
- Find your highlighted row, or read your rank in the count line above the table.
Download the leaderboard (Supervisor, Admin)
- Go to WORK › Leaderboard and choose the period.
- Click the download icon and choose CSV (.csv) or Excel (.xlsx).
The file includes every ranked and not-yet-ranked agent with rank, username, email, change, quality score, streak, interactions, and status.