What is Agent Analytics?

Workforce monitoring is to improve your business. With Agent Analytics, you can gain insight into employee performance and identify gaps, if any. 

Start with the main page. 

• Go to the Workforce Monitoring
• Choose between Agent and Department. 
• Next, you select Agent name/ Department name from the dropdown.
• Then you select the duration by choosing the dates "From" and "To" and look into the analytics. This will take you to the Agent's page.
  
  

  If you go vertically down you will get insights on:

  
  
  • Different Agents/Departments available
  • Events Attended 
  • Work statistics 
  • Percentage of first-call resolution
  • Percentage of unresolved calls, i.e., calls not resolved in the first attempt.
  
  

  From the Bar Chart, you get to know Agent centric analytics.

  As you place the mouse pointer on the graph, each bar tells you about the performance of an agent:

  
  
  • Count of events they attended
  • Count of issues raised
  
  

  You can visit the Agent's performance page for detailed information by clicking one bar.

  
  

  Going back to the main page

  To go back, deselect the agent's name, and you land on the previous page.
  

  Moving the mouse pointer above the graph, you learn about the events and issues attended by each Agent. 

  After knowing about agent performance, it's time to know how every department is doing.