Three reports are provided. Details are provided below. In summary, they are:
Agent Comparison
Detailed Provides a detailed breakdown of each of the 33 questions, segmented into the four categories
Each agent is measured against all agents Provides the average score
Scores are averaged across all calls of each agent
Average scores are shown for each agent at the Question, Category and Total levellevels
Agent Calls of Interest
Detailed Provides a breakdown of each call for each agent, providing the call’s scores (category scores and overall score)
A link to Wordbench is provided to allow a detailed review of the call
Contact Center Performance
Shows the overall trend of all calls across all agents at the total call level and at each category levelAverages the scores across all calls and presents the scores as a trend line
Trend lines are presented at the Total Call level and for each of the four categories
Agent Comparison Report
Key features of the Agent Comparison Report:
1 Table showing the average score per agent for:
Agent Conduct
Communication
Compliance
Customer Sentiment
2 Selecting an agent in the table will change the bar chart allowing the selected agent to be compared against all agents (see below for more details).
3 Average scores across all agents is provided at the bottom of the table
4 Bar Chart comparing the selected agent against all agents for each question in that category
The bar chart has two bars for each question:
When an agent is selected from the table on the right, the top bar (light blue) shows the average score for that selected agent.
The bottom bar (dark purple) shows the average score for all agents.
5 Comparing the Blue and Purple bars will highlight ares where the selected agent is over or underperforming. Hovering over a bar will generate a pop out window.
For example, selected agent is scoring 57.1 on providing a professional farewell across all their calls compared to 88.6 for all agents
6 Low scores for all agents can indicate areas of opportunity for training all agents
7 Switch between
8 Use the drop down boxes to further refine your view:
Select Period: Drop down box to quickly select your preferred period
No. Calls: Drop down drop to focus on the most relevant agents:
1st Quartile: List of agents with the
Agent Calls of Interest Report
Key features of the Agent Calls of Interest Report:
1 Drop down boxes for refining the table view
Call: search for calls by filename
Range: select Total Score range
Select Period
2 List of calls for all agents. If an agent was pre-selected in the Agent Comparison report, then calls for that agent only will be shown. Table shows:
WB Link: hyperlink to WordBench where the call can be reviewed in detail
Date of call
Duration in minutes (decimal format)
Scores for each of the four Categories and the overall score
Red Flag
3 Red Flag: Selected questions can be marked as Red Flag. Typically, this will be for negative behavior such as Negative Feedback from the customer or Rudeness by an agent.
4 Top 10 Best Performers with at least 5 calls
If an agent is not pre-selected in the Agent Comparison report, then the top 10 agents (by Total Score) are listed
If an agent is pre-selected in the Agent Comparison report, then only that agent will be shown
5 Two buttons:
Clear Agent:
Will clear the tables of a pre-selected agent and return to showing results for all agents.
Use this button to show the Top 10 Best Performers
Back: returns to the Agent Comparison report
Contact Center Performance Report
The Overall chart tracks the overall performance of all agents.
The chart shows the average total score for all calls.
1 Select between showing the Total Score trend or the trend line for Category scores (see below).
2 Select Period: refine your time line with this drop down box.
3 Select the Category button to switch to Category scores
4 Select Period: Drop down box to select your preferred date range
5 Multi-select buttons to isolate Category scores
6 Miniature chart showing:
Total Score trendline