Agent Performance Dashboard
The CX Agent Performance Dashboard serves as a vital tool, offering key metrics that reflect an individual’s productivity for a day.
By consolidating information on conversation handling times, Resolution times, and total Ready/Not ready times, this dashboard empowers supervisors and agents alike to identify areas of strength, pinpoint opportunities for improvement, and foster a data-driven culture aimed at continuous enhancement of service delivery.
Key matrices
The following key matrices are available to be monitored.
The data in the dashboard is all historical and is updated only as per the historical interval, for today.
There’s no segregation of data available based on queues/ MRDs at the moment.
Fields | Description |
|---|---|
Total Handle Time | This is the total handle time for all conversations that the agent has handled today. |
Total Talk Time | This is the total time the agent remained active on conversations while talking to customers. |
Call Hold Time | This is the total time the agent has put calls on hold. This is different from the conversation hold time, which is currently not available on the dashboard. |
Ready Time | This is the total ready time of the agent for today. Note that this time is only updated once a state change event has occurred; i.e. when the agent changes his state from Ready to Not Ready, only then is this time updated. |
Not Ready Time | This is the total Not Ready time of the agent for today. Note that this time is only updated once a state change event has occurred; i.e. when the agent changes his state from Not Ready to Ready, only then is this time updated. |
Total Handled Conversations | This is the total number of handled conversations that the agent has handled today |
Abandoned Conversations | This is the total number of conversations that got abandoned before the agent accepted or answered them. |
Transferred OUT | This is the total number of conversations that were transferred by the agent to another agent or queue. |
Transferred IN | This is the total number of conversations that were transferred to the agent by another agent or queue. |
Consulted Conversations | This is the total number of conversations where the agent has provided consultancy to other colleagues/agents. |
Occupancy % | This is the percentage of the time the agent remained logged in and available to handle customer interactions. |
Average Handle Time | This is the average time the agent has spent while handling conversations |
Average Wrapup Time | This is the average time the agent has spent while wrapping up active conversations |
The Ready/Not Ready times are updated only when the state change event has occurred.
In the case of a Consultation, when Agent A requests consultancy from Agent B, the conversation is considered handled by Agent A and Consulted by Agent B.
In case of Transfer, when Agent A transfers a conversation to Agent B, the conversation is counted as both Handled and Transferred OUT for Agent A while Transferred IN for Agent B.
In case of Conference, when Agent A adds Agent B to an ongoing customer conversation, the conversation is counted as Handled for both Agent A and Agent B.
The data in the dashboard is updated as per the set historical interval. The default interval specified in the configurations is of 5 minutes. You can change the settings in the cx-reporting-scheduler-custom-values.yaml file.