Agent Performance

Service Time Page

This report provides a detailed analysis of Service Time (ST) by agent, offering insights into how different agents perform in terms of service efficiency.

The Agents Breakdown table on the top left lists agents, their average service time, the number of interactions, service activities, and cases served. This allows for a direct comparison of each agent's performance.
The bar chart at the top right visualizes the number of service activities by agent, highlighting which agents handle the most interactions.
The area chart at the bottom shows service activities by agent over time, allowing you to track the distribution and volume of activities handled by different agents across the selected period.
The overall Average ST is displayed in the bottom right corner, summarizing the average time spent per service interaction across all agents.

Filters can refine the data by date, unit, service category, and agent. Additionally, you can limit service durations to exclude outliers from the analysis.

This report is useful for identifying top-performing agents, understanding workload distribution, and pinpointing areas where efficiency improvements might be needed.

Comparison Page

This report provides a Performance Comparison of agents, visualizing their service activities, average service time (ST), and workdays.

The bubble chart compares agents based on the number of service activities (x-axis) and average service time (y-axis). Each bubble represents an agent, with the bubble size indicating the number of workdays.
This allows you to quickly identify agents with higher workloads (more service activities), longer or shorter average service times, and how often they worked during the period.
Key metrics such as Average Workdays by User and Average ST are displayed on the right.

Filters can refine the data by date, unit, service category, and agent. Additionally, outliers can be excluded by setting limits on service durations.

This visualization helps understand the balance between workload, efficiency, and attendance among agents, enabling better resource management and identifying areas for performance improvement.

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Last updated 9 months ago

Service Time Page

This report provides a detailed analysis of Service Time (ST) by agent, offering insights into how different agents perform in terms of service efficiency.

The Agents Breakdown table on the top left lists agents, their average service time, the number of interactions, service activities, and cases served. This allows for a direct comparison of each agent's performance.

The bar chart at the top right visualizes the number of service activities by agent, highlighting which agents handle the most interactions.

The area chart at the bottom shows service activities by agent over time, allowing you to track the distribution and volume of activities handled by different agents across the selected period.

The overall Average ST is displayed in the bottom right corner, summarizing the average time spent per service interaction across all agents.

Filters can refine the data by date, unit, service category, and agent. Additionally, you can limit service durations to exclude outliers from the analysis.

This report is useful for identifying top-performing agents, understanding workload distribution, and pinpointing areas where efficiency improvements might be needed.

Comparison Page

This report provides a Performance Comparison of agents, visualizing their service activities, average service time (ST), and workdays.

The bubble chart compares agents based on the number of service activities (x-axis) and average service time (y-axis). Each bubble represents an agent, with the bubble size indicating the number of workdays.

This allows you to quickly identify agents with higher workloads (more service activities), longer or shorter average service times, and how often they worked during the period.

Key metrics such as Average Workdays by User and Average ST are displayed on the right.

Filters can refine the data by date, unit, service category, and agent. Additionally, outliers can be excluded by setting limits on service durations.

This visualization helps understand the balance between workload, efficiency, and attendance among agents, enabling better resource management and identifying areas for performance improvement.