Objective

Understand an agent’s raw performance measures, comparisons, weighted scores, and total score.

Environment

  • You have Reporting access to KPI Scorecard.
  • KPI models and targets are configured, and the relevant people are staffable and linked to their Zendesk identities.

Resolution

  1. Open Reporting and select KPI Scorecard under Performance.
  2. Set the date range, timezone, and available team or agent filters. Check the agent count before comparing results across scopes.
  3. Read Metric Values for the underlying measurements, Team/Goal Comparison for percentage differences, and Metric Scores for the model-derived result. Total Score combines the scored metrics.
    Note: Read values before scores

    A weighted score can change because the underlying value, target, or applicable KPI model changed.

  4. Review the top metrics and leaderboards for context. A leaderboard includes only agents whose applicable KPI model contains its metric.
    The scorecard combines metric values, goal comparisons, metric scores, Total Score, and agent leaderboards. Agent names are anonymized; the displayed example values are retained.
  5. If a value shows a dash, check whether the metric has enough source data. For example, QA Score requires a scored QA grade; a missing grade is not zero. Open QA Analysis to inspect available evaluation results.
  6. If an agent is absent, confirm that the person is staffable, linked to the ticketing identity, and within your reporting scope.

Rating and Salary Bonus appear only when configured in the agent’s KPI model and when your access permits them. They follow Total Score; do not infer a bonus from an unconfigured model.

Admins can customize the KPI model, including which metrics contribute to the score and how they are weighted. Agent goals used for comparisons are configured separately. See How To Configure KPI Targets to set those targets.