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The Agent Productivity dashboard displays the analytics data related to specific Key Performance Indicators (KPIs) of agent productivity. The Agent Productivity dashboard provides insights about agent status, in-call time, and time required to complete a call. 

Use the advanced search option to filter the agent productivity data related to KPIs. The KPIs are also presented as charts and you can create customized insights using the KPI charts.

Filtering Data

You can filter the data using different parameters and view insights according to your selection.

To filter data:

  1. Go to the Analytics tab and click Agent Productivity.
  2. Filter the data using the following filters:

    Field

    Description

    Date RangeDate range to filter the KPIs.
    Call Center NameName of the call center to which the agent belongs.
    Service NameName of the service assigned to the agent.
    Agent Team NameName of the agent team.
    Agent NameName 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 on KPIs so that an email is triggered when the KPI reaches a specified limit.

To view KPIs and set alert on KPIs:

  1. Go to the Analytics tab and click Agent Productivity.
  2. 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)).

    % In Call Time

    The percentage of time in which an agent was on a call.
    % Wrap TimeThe percentage of time in which an agent was in the Wrap Up state of a call.
    % Ready TimeThe percentage of time in which an agent was in the Ready state.
    % Not Ready TimeThe percentage of time in which an agent was in the Not Ready state.
  3. To set an alert for a KPI, click the bell icon  on the KPI.
  4. Specify when 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 percentage versus goal, payment percentage versus goal, and agent productivity information.

InsightDescription
Productive % TrendDisplays information about productive time by date.
RPC and Payment TrendDisplays information about the percentage of calls that were made to the intended customers.
RPC% vs. GoalDisplays information about the RPC percentage and the goal set for payment.
Payment% vs. GoalDisplays information about the payment percentage and the goal set for payment.

To view additional information about the insights using the measures and attributes available in the insight: 

  1. On the insight, click the ellipsis icon () and then click Explore from here.
  2. An untitled insight opens.
  3. Customize the insight by dragging and dropping measures and attributes from the data zones.

    • For more information about creating and customizing insights, see Create insights.
    • For more information about different types of insights, see Insight types.
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