Productivity at a Glance

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Purpose: Your launchpad for understanding what is costing you undue effort
Main Metrics/Measures: Contact Driver Groups; Repeat Contact Driver Groups
Chart Purposes:
Donut Chart: Easily identify the dominant contact driver group by the size of the slice. (Note: Slices are also ordered clockwise from highest to lowest). | Hover over a slice to discover more about that group. | Right-click a slice and follow the prompts to drill-through to a page that focuses on just that group. | Use the top right button to sort the chart by Handle Time instead of Volume, if AHT is your interest
Line Chart: Spot any time-specific trends, if any.
Bar Chart: Discover the dominant Repeat Contact groups
Stacked Bar Chart: Understand the composition of an average call by the average handle time of each section of the call. Uses our Call Dissection model.

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Purpose: Understand the productivity metrics associated with a Contact Driver
Main Metrics/Measures: Contact Driver Categories | Contact Driver Subcategories | Contact Driver Sub-Sub-Categories | Annual Cost | AHT | Repeat Contact Rate | Av. Agent Score | Sentiment
Chart Purposes:
KPI Cards: Benchmark this Contact Driver group (teal) against the rest (blue) to see whether any of the metrics are unexpected or unusual
Decomposition Tree: Click each branch to expand and learn more about its connections | Hide or swap the metrics being displayed on the tree | Use the top left button to sort the chart by Handle Time instead of Volume, if AHT is your interest | Use the ‘x' button next to the column label or the '+’ button next to a branch to add or subtract attributes to examine
Recent Examples List: Read a list of specific examples from recent calls, and follow the link to view all calls if needed. The displayed sentence is a unique per-call reason explaining what drove the customer to make contact.

Productivity Call List

Purpose: Access a list of calls
Main Metrics/Measures: Agent Name | Call Date | Handle Time | Call Summary | QA Score | Contact Driver Group
Chart Purposes:
Search Component: Search the table fields for a particular word or phrase
Table Component: View a tabulated list of results
Link: View this particular record in Wordbench

Purpose: Understand the time taken by agents on each section of the call
Main Metrics/Measures: Call Dissection - Duration
Chart Purposes:
Bar Charts: List the amount of time taken by each agent in a given section | Benchmark agents against their peers