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Agent Performance

The Agent Performance section, in the IT Contact Analytics Agent Performance dashboard, provides the selected agent's performance details.

You can view a selected agent's performance according to the chosen attribute (available groups), metric (Average Handle Time, RONA, Average ACW Time, Call Volume Per Day, FCR, and Utilization), and skills.

In this section, you can view the below details:

• The upper portion displays data related to the selected performance indicator (Agent name and Rank).
• In the upper left section, you can view details according to the metric selected from the Rank By drop-down list. The bar chart compares the selected agent's performance to the performance of all agents in the selected skill group.
• In the upper right section, the Distribution chart shows how the performance of the agents in the skill group is distributed.

• The X-axis shows the range of values of the selected metrics with each vertical bar representing a band of performance.
• The Y-axis shows the number of agents within the skill group whose performance falls within the band.
  
• In the middle section, the combination bar and line chart compares the agent’s performance to the skill group’s performance over time.
• In the lower portion of the section, the charts display the agent’s performance for the selected time frame across the other performance indicators. These are the metrics other than the selected metric in the Rank By drop-down list.
• Click the Explore button to view the Dossier.
  With the Dossier, you can create and design a customized and interactive display to explore your business data. From the left pane of the Dossier page, drag metrics and drop on the blank page in the right pane to view the corresponding details.

If you wish to review one of your agents' performance in the last week on the basis of the metric Average Handle Time across all the groups, perform the below tasks:

1. Select the Weekly tab to view the agent performance on weekly basis.
2. From the Select Skill hierarchy, from the Skill Level drop-down list, select the skill group for which you wish to rank your agents. Note: The Skill Levels provide you the skill groups in a hierarchical manner. You can start selecting from the highest Skill Level to the lowest Skill Level. The highest Skill Level is the parent skill and rest of the Levels are the children skills. For Example, start selecting from the and go on selecting the Skill Levels in an descending order till the Skill Level 0. However, you do not have any constraints from selecting directly from the Skill Level 0 as well without selecting a value from the parent Skill Level. But when a parent skill value changes, the corresponding children skill values are reset to All.
3. From the Select Group drop-down list, select All Groups.
4. From the Rank By drop-down list, select Avg Handle Time.
   You can now view the agent ranking in the left pane.
5. In the left pane, under Agent Ranking, click an agent (bar diagram) to view his/her performance.
6. In the right pane, under Agent Performance, you can examine the selected agent's performance details on weekly basis.
7. Click the Explore button to view the dossier in a new tab. You can create the required business data using the available metric list. Refer to the below steps for more information on exploring the data.

To create an interactive display of your business data, perform the below tasks:

1. From the left pane, under DASHBOARD DATASETS, drag one or more metric or attribute and drop it under a section under Visualization 1.
   You can now view the corresponding data in the blank space.
2. From the right most pane, select a type of mode in which you wish to view the data. For example, select Grid to view the data in a table.

You can now analyze the data for the selected time range.