My Performance Dashboard
The My Performance Dashboard allows agents to verify their overall performance.
What insights can you get from My Performance dashboard?
Callout | Name | Description |
|---|---|---|
1 | Interactions | Total number of interactions. |
2 | Avg Handle Time | Average handle time of conversations. |
3 | Avg Agent Performance | Average performance of agents. |
4 | Customer Sentiments | Percentage of each sentiment in interactions. |
5 | Auto Fails | Total number of auto-failed scorecards. For more information on Auto Fail, refer to step 5 of Create Question. |
6 | Topics Count | Count of the topics used in conversation by the agent. |
7 | Score Breakdown | The agent's average score for the selected Scorecard. |
8 | Topic Usage | Most frequently used topics in conversations. |
9 | Add Filter | Filter data by Agent ID, Organization, Scorecard and Call Direction. |
10 | Date Filter | Filter data by specific date range. |