HELP FILE

What is the agent effectiveness dashboard?

Use this report to better understand, manage and improve the outcomes of your agents. This is exclusively for GoToConnect Support Center.

Watch Video
Note: You must have view reports, admin or super admin permissions to view the data for all queues.

Filters - The selected filters will be applied to all data visualizations after you click "Apply Filters".

Date Range Select the date range to apply to all of the data.
Call Type Select the type of call(s) you want to see.
  • Direct inbound calls
  • Outbound calls
  • Queue calls — This must be selected if you want to see queue data and use the "Queue" filter.
Queue Select the queue(s) you want to see. If the queue wasn't active during the selected date range, the queue will not be displayed in the visualizations below.
Agents Select the agent(s) you want to see. If the agent wasn't active during the selected date range, the agent will not be displayed in the visualizations below.

Total Talk Time Trends

This shows the total amount of talk time in hours that each agent spent on queue calls, outbound calls, and direct inbound calls, specific to the filter settings. If an agent did not participate in any type of call during the date range, regardless if they were logged in to a queue or not, the agent name will not appear in the graph.

% Of Talk Time Spent

This shows the percentage of talk time out of 100% that an agent spent on queue calls, outbound calls, and direct inbound calls, specific to the filter settings. If an agent did not participate in any type of call during the date range, regardless if they were logged in to a queue or not, the agent name will not appear in the graph.
Note:
Table 1. Talk time is defined as follows:
Inbound Talk Time This starts being tracked when an agent picks up any inbound call (queue, non-queue, direct or transferred) and it ends when that agent is no longer present on the call (agent hung up, agent transferred the call, other party hung up). Hold time is not included in Talk Time calculations.
Outbound Talk Time This starts being tracked when the other party answers a call from an agent and it ends when that agent is no longer present on the call (agent hung up, agent transferred the call, other party hung up). Hold time is not included in Talk Time calculations.

Total Call Volume Trends

This shows the total amount of calls that each agent participated in, broken down by call type. The data is specific to the filter settings. If an agent did not participate in any type of call during the date range, regardless if they were logged in to a queue or not, the agent name will not appear in the graph.

% of Calls Answered

This shows the percentage of calls by call type out of 100% that an agent participated in, specific to the filter settings. Call types are queue calls, outbound calls, and direct inbound calls. If an agent did not participate in any type of call during the date range, regardless if they were logged in to a queue or not, the agent name will not appear in the graph.

% Queue Calls Transferred By Agent

This shows the percentage of queue calls that an agent answered and then transferred, specific to the call filters. Hover over the agent's name to see the specific percent and ratio of their transferred calls. If an agent did not participate in any type of call during the date range, regardless if they were logged in to a queue or not, the agent name will not appear in the graph.

Availability and Pause Time by Agent

Filter Description
Agent The list of agents assigned to the queues, specific to the filter settings.
# Queues The number of queues the agent is assigned to, specific to the filter settings.
Total Availability The total amount of time an agent has been logged in and unpaused in an assigned queue, specific to the filter settings. If multiple queues are selected, it will be the sum total of their available time from all of the selected queues.
Total Pause The total amount of time an agent has been logged in and on pause in an assigned queue, specific to the filter settings. If multiple queues are selected, it will be the sum total of the time they were 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.
Availability Ratio The percentage of time that they were unpaused, out of their total time logged into the selected queues.
# Pauses The total amount of times an agent has paused from one or more of their assigned queues, specific to the filter settings. This includes pauses initiated from GoToConnect and/or a desk phone using *33.
Daily Pause Avg Per Queue The average amount of time an agent has been on pause for, specific to the filter settings. This metric is more useful when filtered to a timeframe that spans more than one day.
Longest Pause Duration The longest amount of time an agent spent on a single pause, specifc to the filter settings. This metric is more useful when filtered to a daily view.

Agent Availability

This 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 is specific to the filter settings and 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 or real-time queue dashboards.