Agent Analysis
System will display Agent-wise details including Agent ID, Agent Name, Call Count, Average Scores, Average Call Duration (mins), Average Call Hold Duration (mins), Average Call Hold (%), True BR Call Count in a tabular format across all contact types.
Note
The column “True BR Call Count” is displayed only when included in Sorting option
Select Operational > Agent Analysis. A list of Agents with details will be available as shown below.
Enter either Agent ID or Agent Name in search field and click Search button to get the agent details for analysis.
Select the Period (Week, 2 Weeks, Month, Custom Range) from the Calendar.
Select the From date and To date in which the report is to be generated in the respective fields.
Note
System will allow BA to select maximum of 1year date range and allow user to select for previous 2 years.
Click Sort By button to sort the agent list based on the highest/lowest values of Average Scores, Business Rule Hit %, Average Call Duration, Average Call Hold Duration. List of Scores and Business Rules across all Business Goals will be available for sorting.
Select Contact Type - Voice, Chat or Email from the drop-down list to filter the list of calls, chats and emails. The values selected for Contact Type will be remembered by the system during the session in the Reports module when I am logged in. Selection of single or multiple contact types will be allowed while filtering. By default, the Contact Type will be displayed as All Contacts.
Click Filter button to select any of the options including Business Rule, Score, Call Attributes or Metadata to filter the call details. This filter is not mandatory.
Click Apply button to save the changes in filter.
In the Number of Agents field, system will display the number of agents available after applying the filters.
Note
System will display maximum of 250 records matching with the filter criteria.
Select Next button to navigate to the next 10 call details and previous button to navigate to the previous 10 call details and click number to navigate to the particular number page.
Click the specific Agent Name link from the Agent table to navigate to Contact Analysis screen which will display the list of contacts for that Agent.
Click on the contact ID to get the interaction details with Scores, Business Rules/Alerts, Keyphrases, Metadata, Conversation, Contact Summary and Sentiment. These details will be opened in new tab. Refer Interaction Details for more details.
Note
Call Duration and Call Hold Duration are displayed as HH:MM:SS.
Average Scores are displayed with Score Slab values in the Agent Analysis Table.