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- Go to the Analytics tab and click Agent Productivity.
View the following KPIs on the dashboard:
Field
Description
RPC % % The percentage of calls in which contact was made with the intended customer (right-party contact (RPC)).
Agent Payment %
The percentage of agents who had successful transactions.
% In Call Time
The percentage of time in which an agent was on a call. % Wrap Time The percentage of time in which an agent was in the Wrap Up state of a call. % Ready Time The percentage of time in which an agent was in the Ready state. % Not Ready Time The percentage of time in which an agent was in the Not Ready state. - To set an alert for a KPI, click the bell icon
on the KPI. - Specify when you want to receive the alert and then click Set Alert.
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| Insight | Description | |||
|---|---|---|---|---|
| Productive % Trend | Displays information about productive time by date. | |||
| RPC and Payment Trend | Displays information about the percentage of calls that were made to the intended customers. | |||
| RPC% vs. Goal | Displays information about the RPC percentage and the goal set for payment. | |||
| Payment% vs. Goal | Displays information about the payment percentage and the goal set for payment. | Agent Productivity Detail | Displays information, such as agent team name, agent name, RPC percentage, and payments. |
To view additional information about the insights using the measures and attributes available in the insight:
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