Templates > General Services > Service Management > Call Center > Agent Performance

Presentation

This dashboard page shows the performance of your agents in your Call Center.

At the top left, the bubble chart shows the agents distributed by Total Incoming Calls and Avg Wait Time.

At the bottom left, the bubble chart shows the agents distributed by Abandoned Calls % and Avg Wait Time.

At the right, you can see the performance of your agents:

• Total Incoming Calls
• Total Abandoned Calls
• Abandoned Calls %
• Avg Wait Time
• Avg Talk Time

Select Current Period

'Current Month' and 'Current Year' selectors allow you to easily select what is the period (month and year) you want to analyze.

Select Performance Scope

'Performance Scope' selector allows you to easily switch from one type of Performance Analysis to another.

Just pick-up what you want to analyze:

There are five types of Performance Analysis available:

• Current Month vs Previous Month (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Nov-2016)
• Current Month vs Same Month, Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze Nov-2017 vs Oct-2017)
• Current Month: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual Nov-2017 vs Target Nov-2017)
• Year-to-Date: Current Year vs Previous Year (e.g. if you selected Nov-2017 as being your current month, you will analyze YTD Nov-2017 vs YTD Nov-2016)
• Year-to-Date: Actual vs Target  (e.g. if you selected Nov-2017 as being your current month, you will analyze Actual YTD Nov-2017 vs Target YTD Nov-2017)

Note: 'Current Month: Actual vs Target' and 'Year-to-Date: Actual vs Target' are only available in the list if at least one of your KPIs is defined as having a related Target.

Filter your data

This data visualization comes with four top filters:

In your Call Center dashboard, you will be able to filter on: