Using this widget supervisors can monitor various ‘agent Performance’ with this widget for all agents under their same team (organization unit).
Agents can add this widget by to their personal wall as well, however they will see only their own data.
The widget has the following details:
First Name of the corresponding agent
Last Name of the corresponding agent
Organization Unit, which the corresponding agent belongs to
Responsibility Profiles of the corresponding agent
An agent does not receive call in case his Profile is = ‘OffDuty’. → see Duty Profiles
An agents profile can be changed by an administrator.
# Service Inbound Tasks accepted
Shows the number of calls an agent has accepted
Does not count in-progress calls.
# Service Outbound Tasks accepted
Shows the number of calls an agent has accepted (not counting in-progress calls).
Shows how many times an agent missed a call and was set in the RONA state. It contains both inbound and outbound calls.
Shows how many times the agent declined a call. Contains both inbound and outbound calls.
Ø Service Task Talk Time
Displays average time the agent spends talking to customers during service calls.
The field is calculated in the following way: Sum(ConnectedTime of HandledByagent) / Count(HandledByagent)
First Task Resolution
Shows the percentage of calls handled by this agent whiche were resolved on first contact.
If the column is colored via ‘Thresholds’ (→ Widget Settings) the background of the cell is presented as ‘Data-Bar’ instead of a pie-chart.
# Direct Tasks accepted
Shows the number of calls an agent has accepted (does not count in-progress calls).
# Direct Tasks Not accepted
Shows the number of calls an agent has not accepted (does not count in-progress calls).
Ø Direct Task Talk Time
Displays how long the agent spends talking to customers on average during direct calls.