The Agent Productivity dashboard displays the analytics data related to specific Key Performance Indicators (KPIs) of agent productivity. By using this dashboard, you can get insights about how long the agents were in ready status and not ready status. You can also get insights related to in-call time and wrap time.
Use the advanced search option filter the data related to KPIs. The KPIs are also presented as charts and you can create customized insights by using the charts.
Filtering Data
You can filter the data by using different parameters and view insights according to your selection.
To filter data:
- Go to the Analytics tab and click Agent Productivity.
Filter the data by using the following filters:
Field
Description
Date Range Date range to filter KPIs. Call Center Name Name of the call center to which the agent belongs. Service Name Name of the service assigned to the agent. Agent Team Name Name of the agent team. Agent Name Name of the agent.
After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
Viewing KPIs
KPIs allow you to analyze agent productivity. You can set alerts for KPIs so that an email is triggered when the KPI reaches the specified limit.
To view KPIs and set alert for KPIs:
- 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).
Agent Payment %
The percentage of agents that resulted in 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. % 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 Not Ready state. - If you want to set an alert for a KPI, click the bell icon
on the KPI. - Specify when do you want to receive the alert and then click Set Alert.
Exploring Trends
The dashboard displays the productive percentage trend, RPC and payment trend, RPC% versus goal, payment% versus goal, and agent productivity details.
| Insight | Description |
|---|---|
| Productive % Trend | Displays details about productive time by date. |
| RPC and Payment Trend | Displays details about to the percentage of calls that were made to the intended customers. |
| RPC% vs. Goal | Displays details about RPC percentage against the goal set for payment. |
| Payment% vs. Goal | Displays details about payment percentage against the goal set for payment. |
| Agent Productivity Detail | Displays details such as agent team name, agent name, RPC%, payemtns. |
To view further details of the insights by using measures and attributes available in the insight:
- On the insight, click the ellipsis icon (
) and then click Explore from here. - An untitled insight opens.
Customize the insight by dragging and dropping measures and attributes from the data zones.