The Agent Productivity widget allows an agent to view their performance in comparison to other agents. The information is displayed in a graphical and tabular form. It provides a view of the agents' total talk time for 5 most productive agents.

Productivity is defined as highest talk time (i.e. the time the agent is in call, not including wrap time). Two scenarios are possible and in both the agents see their own rank:

  1. If an agent is among the top 5 performers, the graph reflects a total of 5 agents (the agent plus 4 other agents in the top 5) with their talk time across 7 days. 
  2. If an agent is not among the top 5 performers, the graph reflects a total of 6 agents (the agent plus the top 5 performers).  

To add a widget:

  1. Select Agent Productivity from the available widgets section and click Add.
    The Add - Agent Productivity pop-up appears.

    The following table provides the field and their description/action you need to take:

    FieldAction / Description
    Window TitleSpecify the widget name.
    EnabledClick the checkbox to enable the widget on extended panel of Agent Desktop.
    Event

    Select the event which will activate the widget. The available events are as given below:

      • On Ready - Widget appears when the agent switches to Ready state.
      • On Not Ready - Widget appears when the agent switches to Not Ready state.
      • On Call - Widget appears once the agent gets connected to the call.

    Event option is not available if the Stateless Panel option is enabled.

    Chart Enabled

    Enable the charts on the agent desktop.

    Table Enabled

    Enable the tables on the agent desktop.

  2. Click OK to save the changes.
  3. Click Save Agent Desktop button from the bottom of the screen to save all the changes.