Dashboard (Home Page)
Filters allow you to analyze different departments of queues individually.
The Overview section shows the call volume and call statistics for the most recent day with calls by default.
You can hover your mouse over any day on the chart, and a pop-up will appear with the volume of calls for that day.
Selecting that day will display call statistics on the right.
APPLICATION Out-of-the-box and customized scoring programs will appear here; these can be created by anyone with access for different purposes as seen here.
Your Turn:
Select “Agent Scorecard” to navigate from the Dashboard to the Agent Scorecard application results page.
Application Results
Agent Scorecard is now in bold, indicating that you are currently looking at results from that application.
Results for latest day in the first category of the application will show by default and mouse-hovering over any day will display the pop-up for that day.
The Communication section is showing by default. According to this application, 88.3% of calls from 2-28 contained phrases from the Opening Statements sub-category.
Any category with an asterisk (*) is considered a “leaf-level.” Leaf-levels are the lowest level categories with no sub-categories, while categories without an asterisk have sub-categories.
Your Turn:
“Rapport-Building” does not have an asterisk. Click on the bar to display the sub-categories of the “Rapport-Building” category.
The sub-categories here break down how rapport was built across the calls.
Individual Call
