Agent Stats

The Agent Stats window displays different statistics widgets such as the Productivity Widget, Term Code Distribution Widget, Time Distribution Widget, etc. These widgets enable you to assess various performance parameters that can in turn be used for performance improvement.

Your manager must enable this feature.

Accessing the Agent Stats Tab

To access the Agent Stats tab, on the Agent Desktop and click Agent Stats.

Productivity Widget

The Productivity widget represents your performance as compared to the performance of top-performing agents. This widget displays the performance statistics of the top five agents logged in to your service for the last seven days.

• Depending on the configuration of your agent desktop, the Productivity statistics are displayed as a spline chart or as a table.

• The Productivity widget is refreshed in the following scenarios:

  • When your state changes to Ready or Not Ready.
  • When you are on a call.
  • When you place a call on hold.
  • When a call is disconnected or dispositioned.
  • When you switch between the tabs.

Term Code Distribution Widget

Term codes (disposition codes) are result codes that represent the outcomes of your calls. (Agents are required to select a termination code when ending a call.) The Term Code Distribution widget represents the number of the following call results for the current day:

• RPC Complete: Includes the 1 - PTP (RPC) termination code category (Promise to Pay Right Party Contacts Complete).
• RPC Incomplete: Includes the 2 - RPC termination code category (Right Party Contacts).

• WPC: Includes the 3 - WPC termination code category (Wrong Party Contacts—the total number of calls that were made to an unintended party).

• Non Contacts: Includes the 4 - OTHER termination code category.
  

Time Distribution Widget

The Time Distribution widget represents the time you spent in productive and non-productive (Not Ready) states for the current day.