Contact Center Performance

Open

Purpose: Your launchpad for understanding key service metrics within the contact center
Main Metrics/Measures: Agent Scores | Average Handle Time | Contact Driver Groups | Repeat Contact Identifier
Chart Purposes:
Page Filters: Filter results to isolate any/all of calls with these indicators
Line Chart: Spot any time-specific trends, if any.
Leaderboard List: View your highest-performing agents (or sort to view lowest)
Column Chart: View how agents are performing in scorecard categories
KPI Cards: Understand your high-level KPIs
Tornado Chart: Understand how your agents fare in particular Contact Driver Categories

Open

Purpose: Examine agent performance based on the agent scorecard
Main Metrics/Measures: Agent Scorecard Subcategories
Chart Purposes:
Subcategory Tabs: Toggle between scorecard categories
Bar Chart List: View how agents fared in each question
Results table: Compare agent performance in each category

Agent Performance Drill-Down

Purpose: Contextualize and analyze a particular agent’s performance
Main Metrics/Measures: Agent Scores | AHT | Contact Drivers
Chart Purposes:
Page Filters: Filter results to isolate any/all of calls with these indicators
Column Chart: Benchmark how this agent performed in the scorecard categories against their peers
KPI Cards: Benchmark this agent against their peers in terms of trendline or outcomes
Tornado Chart: Understand how this agent fared in particular Contact Driver Categories
Call List: View recent calls