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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

Agent performance can be assessed by the metrics indicated in agent group tables. The dashboard provides:

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.

 


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