In this release, we are introducing the first aggregated historical report which offers historical data about agent activity.
As a contact center supervisor , do you need to review the performance of your agents periodically? Do you want to drill down their activity history monthly, weekly, and hourly to understand and address any challenges? What’s the number of phone calls offered, accepted, rejected, abandoned by an agent? What’s the average handling time of calls this past hour? How long have the agents been busy since morning? and more. The new Agent Interactions report by 8x8 Analytics offers you historical data of agent activity which answers all these questions.
Access the report out of the box using the default template and create a custom report tailored to your business needs. This report offers insight into agent behavior and presents metrics on the time invested by the agents on specific interactions.
NOTE: The Agent Interactions Summary report provides you data similar to the historical VCC reports such as “Transactions”, “Transactions per media”, “transactions per channel per queue”, ”transactions per media per queue”, and “transactions per media per channel per queue”.
By default, the data is presented for the past week. To customize date range, time zone, or metrics, you must customize the template.Learn more about customizing the template.
To access the glossary of metrics, click here.
In queue summary widget and agent performance widgets, we have introduced a few improvements in selecting agents, queues, or metrics.
For optimal use of real estate on the display screens of wallboards, we allow you to hide time zone and widget header information.
Zebra striping is the faint shading of alternate rows of tabular data to guiding eyes along the rows. We have now applied the zebra striping format to our data tables in wallboards for enhanced readability.
We have introduced the following real-time metrics in the Queue Summary widget:
Defining your dashboard layout to suit your screen size is now simpler and easier to improve the user experience. The basic and advanced layout menu is enhanced to a multi-layout toggle. With the enhanced layout, you can now view the dashboard layout you are editing. While resizing your browser, a message indicates that you are editing the small, medium, or large-screen layout based on the browser size.
The average diverted time is the average time spent by all interactions that entered the queue and left without the interaction being accepted by an agent (typically forwarded to another queue, agent, or voicemail as a result of logic within an IVR script).
We have introduced the following enhancements in the search filter while defining a queue summary widget:
The following enhancements improve the search efficacy while defining an agent performance widget:
We have modified a few navigation icons in the application interface.
As a contact center manager who monitors agent performance or the call handling capability of a queue, you want to closely monitor certain key performance indicators (KPI) to ensure customer satisfaction. Whether it is the call waiting time in a queue, or the longest hold by an agent, you want to access these KPIs quickly without having to hunt for them on your data-rich dashboard. With the new single metric widget for agents or queues, you can now select an important metric and create a widget to display these critical KPIs prominently as desired. This improves the visibility of the most important metrics. Watch whether the average handling time of an agent call exceeds five minutes, or if the longest waiting time for a queue exceeds a certain time limit. These widgets draw immediate attention to the KPIs on the dashboard. Get to the numbers quickly, and act to take corrective actions.
Learn how to create a single-stat widget for queue and agent performance metrics.
Instead of the dd/mm/yyyy format, the date format on timestamp metrics is now MMM dd, yyyy hh:mm:ss a, as in Dec 2, 2010 2:39:58 AM. Time is changed from a 24-hour format to an AM/PM format.
To learn more about defining threshold sets, click here.
In addition to the vast number of metrics available out of the box, you can now create custom metrics based on existing metrics to derive data specifically tailored to your needs. Simple arithmetic operations of addition, subtraction, multiplication, and division can be applied. You can configure custom metrics for queues as well as agent performance widgets. Basic validations prevent you from adding unsupported metrics. Once you define a custom metric, add it to the desired dashboard widgets.
Example 1: Let’s say you want to know the number of successful calls in your queue, those that entered the queue and were not abandoned. Simply create a custom metric by subtracting the abandoned calls from the number of calls that entered a queue.
Successful calls = Entered - Abandoned
Example 2: To determine the total number of calls handled within a queue, subtract the calls that were diverted from the queue to another queue or another phone number from the calls that entered the queue.
Total Calls Handled = Entered - Diverted
To configure custom metrics:
Once you define a custom metric, you need to add it to the desired dashboards.
In this release, you can track metrics for outbound phone media type. Whether it is the number of calls handled in an outbound queue for the day, or tracking the performance or status of agents serving the outbound phone queues, 8x8 Analytics now provides data for outbound phone queues. While creating a widget, select an outbound phone queue to view the metrics.
With support for the chat media type, you can now track metrics for chat interactions handled by agents. In the Queue Summary widget, select chat queues and track the number of chat interactions waiting in the queues, number of agents available to process these chats, average handling time, and more! Find out the number of accepted and diverted chats, average handling time and more by selecting the chat queues in the dashboard widgets.
With extended support for the voicemail media type, you can now track desired metrics for voicemail queues. In a queue summary widget, select voicemail queues, and fetch the metrics for the number of voicemails accepted and handled by the agents. Choose voicemail queues to fetch the desired voicemail metrics in the dashboard widgets.
You can now define thresholds to alert supervisors when agent performance metrics slip below a desired value. Threshold alerts can warn you about performance shortfalls and necessitate action. As a supervisor, you want to ensure agent productivity. Let’s say you want to be notified when an agent has placed a caller on hold for longer than two minutes, or when an agent takes a longer break than the scheduled break time (such as 15 minutes). Define threshold alerts for break time and hold time metrics in your dashboard, and assign them to the desired queues. On your wallboard, you see visual warnings when the values exceed the thresholds, indicating the need for further action.
You can create thresholds to track metrics for queues or agents. To learn more about adding thresholds, click here.
Dashboards are now available in Basic mode and Advanced mode.
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