Cognitive View workforce monitoring software provides collaborative agent performance analysis while interacting with customers. You can also get information about the performance of each department. 

We highlight concerns and satisfaction levels for both agents and departments with a graphical representation.  

The aim is to offer an intelligent way to enable performance monitoring, ensuring you have the right skills in place and the right people on the job.

Process summary

A gist of what you can expect. 

a) Agent analytics

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

Start with the main page. 

• Choose between Agent and Department. 
• To see analytic data select the Agent/Department name from the dropdown.

• By going down the page you will get insights on

  
  
  • KRI and KPI count of an individual agent or department
  • Events Attended 
  • Percentage of first-call resolution
  • Work statistics and different analyses on that respective agent /department
  
  

  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. 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.

  
  

  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. 

  
  

  b) Departmental analytics

  Knowing about each department, you can use the information to enhance organizational operations.

  
  
  • Go back to the menu page, click the department button, and select a section from the dropdown.
  
  
  • You can see data and figures representing analytics.
  
  
  • From the data chart, learn about the performance of each department.
  
  

  As you hover above the bar diagrams, you see how many events were attended and issues were resolved.

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

  And now, my Cognitive Viewer, you learned how to get a collective department analysis in your organization. 

  
  

  c) Agent-wise analytics

  This section will know how an individual agent performs with the pre-decided parameters. 

  • You can select single or multiple agents all at once. 
  
  

  Parameters to look for: 

  
  
  • Key Risk Indicator (KRI)
  • Key Performance Indicator (KPI)
  • Number of events attended
  • Issues detected
  • Policy violation

   

  Click the policy violation to get insights and cases that couldn't be corrected and check on the below screenshot.

  
  

  Pie chart insights 

  
  
  • Count of first-call resolutions
  • Percentage of unresolved issues

   

  Customer experience 

  Understand your customer's perceptions and thoughts about your business. 

  With this information, you can focus on serving them better.

   

  • • service obligations, 
    • their count, 
    • and a button that directs to the event Register.If you have more queries, please contact us at Cognitive View. 

      Know the Agent scores as shown below:

      • Concern score
      • Satisfaction score
      
      

      With this parameter, you get an idea about concerns raised and how many issues are resolved and resulting in customer satisfaction. 

      
      

      Compliance Non-adherence

      Know about the behavior of each Agent and whether or not they follow the compliance and rules. 

      With the bar chart, track Agent behavior in each customer call.

      
      

      What to look for? 

      Legal obligations: As per regulations, controlled by the Australian government.

      Customer concerns

    By knowing about your customer and their concerns, you can improve customer satisfaction and retention rate. 

    
    

    What to expect? 

    We take you through the concerns raised in various calls, like how many customer concerns were raised in each category in every event. 

    
    

    Misconduct list

    This will help you understand your Agent's behavior and competency when they attend a customer call based on issues resolved and customer feedback. 

    
    

    Customer complaints

    Recognize the gaps between voiced concerns and unresolved issues.

    
    
    • This tells you about unresolved concerns from the first call that gets converted into a complaint under a category. 
    
    

    Feedback

    One of the most critical insights that you can gain with this software. Customers share this based on the services provided. 

     

    
    

    Bonus! 

    You can select multiple Agents or Departments and see their performance in a single place and one go in the form of graphs. 

    
    

    For Agents

    You can compare the performances based on: the following parameters: 

    
    
    • Events counted
    • Calls attended
    • Calls resolved
    • Unresolved issues
    • Complaint adherence
    • Misconduct
    • Feedback
    
    

    For Departments

    The parameters are the same. You can compare the performance of multiple departments based on KRIs, KPIs, customer experience, concerns and complaints raised, misconduct reported, and customer satisfaction. 

     

    We are sure this was easy navigation for you till here!