Using this widget supervisors can monitor various ‘agent Performance’ with this widget for all agents under their same team (organization unit).

(lightbulb) Agents can add this widget by to their personal wall as well, however they will  see only their own data.

Agent Performance Widget


The widget has the following details:

ColumnDescription

First Name

First Name of the corresponding agent

Last Name

Last Name of the corresponding agent

Organization Unit

Organization Unit, which the corresponding agent belongs to

Profile

Responsibility Profiles of the corresponding agent

(info) An agent does not receive call in case his Profile is = ‘OffDuty’. → see Duty Profiles

(info) An agents profile can be changed by an administrator.

# Service Inbound Tasks accepted

Shows the number of calls an agent has accepted

(lightbulb)  Does not count in-progress calls.

# Service Outbound Tasks accepted

Shows the number of calls an agent has accepted (not counting in-progress calls).

# RONA

Shows how many times an agent missed a call and was set in the RONA state. It contains both inbound and outbound calls.

  • If the call was missed by the agent, their state is changed to RONA automatically. 
  • This field only increases after the call is terminated (i.e. handled by another agent).
  • For callback tasks RONA is counted for calls that were missed before and during preview time.
  • A RONA state can be reset by Supervisor or System Administrator.

# Declined

Shows how many times the agent declined a call. Contains both inbound and outbound calls.

  • If the call was ignored (declined) by the agent, the RONA state is automatically set to this agent, and after the call is terminated Declined count is increased.
  • For callback tasks RONA is counted for calls that were missed before and during preview time.
  • A RONA state can be reset by Supervisor or System Administrator.

Ø Service Task Talk Time

Displays average time the agent spends talking to customers during service calls.

(info) 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.

(lightbulb) 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.