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 category questions by selecting the tab

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 least number of calls

  • 2nd Quartile: List of agents with the second least number of calls

  • 3rd Quartile: List of agents with the third least number of calls

  • 4th Quartile: List of agents with the most number of calls

9 Select the Drill through button to go to the Agent Calls of Interest report:

• If an agent was pre-selected, then the Agent Calls of Interest report will list the individual calls for that agent.

• If no agent is pre-selected, then all calls will be shown.

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

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

• Latest Total Score

• Increase/decrease in Total Score compared to the previous day