Agent performance board
This board is designed to help you understand how your agents are performing overall.
This board is designed to help you understand what is happening with your chat queues and can help you answer questions such as:
- Which of my digital channels brings in the most conversations?
- Which agent resolves the most conversations?
- What are the top reasons our customers/prospects are reaching out?
There are a variety of filters that you can use on each of these boards to customize the data you see on the cards. You also have the following tools:
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use Export where available to generate a .csv or print file (.pdf) of the desired data.
- Use the settings gear to rearrange the available cards if desired.
Remember: All data visualizations will show data specific to the selected filters (and groupings where applicable). If an agent did not participate in any type of call or chat during the date range, regardless if they were logged in or not, the agent name will not appear in the graphs. Likewise, if there is no data for a given day or hour (depending on the time filter), there will be no bar displayed.
Agent performance cards
Card | Description |
---|---|
Call type | Filter the data by a call type:
|
Handled contacts | The total amount of contacts that have called into a queue and connected with an agent. |
Average talk time (ATT) | The average amount of time a caller and agent were connected, minus the time of any holds. |
Total talk time (TTT) | The total amount of time a caller and agent were connected, minus the time of any holds. |
Total talk time trends — Complete only | Shows the total amount of talk time in hours that each agent spent on queue calls, outbound calls, and direct inbound calls. |
% of talk time spent — Complete only | Shows the percentage of talk time out of 100% that an agent spent on queue calls, outbound calls, and direct inbound calls. |
Total call volume trends — Complete only | Shows the total amount of calls that each agent participated in, broken down by call type. |
% of calls answered — Complete only | Shows the percentage of calls out of 100% that each agent participated in, broken down by call type. |
% queue calls transferred by agent — Complete only | Shows the percentage of queue calls that an agent answered and then transferred. Hover over the agent's name to see the specific percent and ratio of their transferred calls. |
Agent summary table | Shows handled contacts, missed ring attempts, ATT, and TTT totals for the filtered data.
Note: Missed Ring Attempts is the count of call dispatches missed by agents for the filter selection. A missed ring attempt occurs when an agent receives a call from queue which is not answered (typically ignored or declined) before the defined Connect Timeout. A ring attempt does not count as missed in a Ring All strategy if another agent answers a call on the same dispatch.
|
Availability and pause time by agent — Complete only | Shows the total amount of time each agent was available and paused. If multiple queues are selected, it will be the sum total of the time they were available/on pause from all of the selected queues. This means it could extend beyond 24 hours, i.e., If John was paused for 8h 15m in 4 queues then it would show a total pause of 33h. If they were never paused, this field will be blank.
|
Agent availability — Complete only | Shows the amount of time an agent was logged in each day, including when they started, when they paused, and when they logged out of a queue. It only shows events once an agent has logged out (creating a closed event). This view will not currently show real-time updates of an agent's availability. To see an agent's real-time status, view the supervisor dashboard. |
Article last updated: 11 March, 2024