Agent Comparison Dashboard
This dashboard explains performance of agent groups and individual agents with a graphical focus on positive and negative agent behavior. This gives an overview of metrics for agent productivity by agent group, and further by agents. You can look at the stats, and compare the productivity of groups and agents as needed.
Agent performance can be assessed by the metrics indicated in agent group tables. The dashboard provides:
- KPIs for all agents within a specific agent group.
- KPIs for all agent groups for comparison.
Agent Behavior Scatter Chart
The Agent Behavior scatter charts explain the pattern of positive agent behavior or negative agent behavior of agents as measured by the number of calls handled, total talk time, total hold time, and transfers. This allows the user to focus on extremes, such as too few calls handled, too much total talk time, too much hold time, or a high percentage of transfers.
- Positive Agent Behavior Scatter Chart (green):
- Y-axis (vertical): Number of calls handled by each agent
- X-axis (horizontal): Amount of total talk time by each agent
- Negative Agent Behavior Scatter Chart (red):
- Y-axis (vertical): Amount of hold time by each agent
- X-axis (horizontal): Percentage of transfers by each agent
Rob is a contact center manager who wants to check the performance of some newly-hired agents in the Sales Team #2 Agent Group. He is especially concerned about their progress on a recent Marketing campaign in terms of taking Sales calls with customers.
Rob opens the Agent Comparison dashboard, selects the date of the recent Marketing Campaign #1, and chooses Sales Team Agent Groups #1, #2, and #3. He has access to the following data:
- Rob examines the top row of KPIs to get a general view of how everyone is doing.
- He then looks at the Agent Group KPI Table, and compares the stats for different Sales Team Agent Groups.
- He goes to the Agent Table, and sorts Transfers and then Hold Time.
- He looks at the Positive Agent Behavior Scatter Chart. He hovers over agents shown as dots on the far right, which indicates a high talk time and could indicate trouble. He then reviews dots along the bottom edge, which could indicate agents who avoid taking calls. He does not see a pattern.
- He looks at the Negative Agent Behavior Scatter Chart and selects a circle in the upper-right, which groups those agents with high percentage of transfers and high percentage of total hold time. This action resets the entire dashboard to display just that group of agents.
- He looks at the bottom-left Agent Table, sorts, and looks for any of the new agent hires. None are there. The newly hired agents are performing within acceptable parameters. However, he is aware of another set of agents who need more training to reduce their hold times and transfers.
Open topic with navigation