The Agents Dashboard provides key insights into conversation analytics for individual agents. This dashboard offers a high-level summary of performance and operational metrics, such as Agent Performance and Call Handling Statistics, with the ability to easily select an agent and review detailed statistics specific to them. This dashboard enables managers and supervisors to track agent performance, identify training needs, and improve overall efficiency.
Purpose
The Agents Dashboard consolidates agent-specific metrics into a single, interactive view. This dashboard allows users to:
Monitor each agent’s activity and sentiment trends.
Compare agent performance over time.
Identify areas requiring coaching or workflow adjustments.
Optimize workforce productivity based on actionable data.
Displayed Visuals
The Agent Dashboard displays the following dashboards:
Agent KPI Card
This visual provides a snapshot of key metrics including:
Agent Sentiment: Overall tone of communication (friendly, helpful, neutral, frustrated).
Most Improved & Most Regressed Agents: Highlights agents with the largest positive or negative sentiment change compared to the previous month.
Positive & Negative Engagements: Sentiment-based breakdown of customer interactions.
Interaction Summary: Includes Interactions per Workday, Interactions per Agent, Highest Interactions, and Lowest Interactions.
This card gives managers an immediate overview of each agent’s performance, helping identify strengths and areas requiring intervention.
Interactions per Workday: Displays the total number of customer-agent exchanges that occur during a standard 8-hour workday (Monday to Friday).
Interactions Average: Shows the average number of interactions handled within the selected date range.
Highest Interactions: Identifies the agents with the highest interaction counts during the selected date range.
Lowest Interactions: Identifies the agents with the lowest interaction counts during the selected date range.
Agent Sentiment
This visual analyzes the emotional tone of the agent’s communication to assess quality of service.
Most Improved Agent: Displays the agent with the greatest positive sentiment change compared to the previous month, signaling improved confidence or communication skills.
Most Regressed Agent: Displays the agent with the most negative sentiment change, signaling possible challenges such as burnout or frustration.
Positive Engagements: Displays the interactions where agents are warm, professional, and solution-focused.
Negative Engagements: Displays the interactions where agents appeared frustrated, unhelpful, or disengaged.
Interactions by Agent Bar with drilldown for Audio Duration Bins and Audio Duration (Mins)
This visual allows for straightforward comparison of the number of interactions handled by each agent and helps identify high-performing agents as well as those who may need additional support or training. By visualizing interactions over time, managers can spot trends in individual agent performance, such as consistent increases or decreases in interactions, which may indicate changes in efficiency or engagement. Drilling down on specific agents allows analytics users to see additional information regarding the average audio duration across their interactions.
Interactions and Agent Sentiment by Date
This visual allows you to compare different categories or groups. The added sentiment line shows how the sentiment changes over time, which allows for the identification of trends.
Productive Time Split Chart
This visual provides a clear overview of how each Agent spends their time each 8-hour work day. By comparing the segments of Productive vs. Unproductive Time, m\anagers can quickly identify which Agents are maximizing their productive time and which may be spending too much time in non-productive activities. Agents with a high proportion of productive talk time compared to unproductive time can be recognized as more efficient, while those with higher idle or unproductive time may need support or training.
Productive Time: This represents the time agents are actively engaged in calls.
Unproductive Time: Represents periods when agents are on calls but not actively engaging with customers. This could include:
Holding for Information: Waiting for a supervisor or accessing customer data.
Internal System Navigation: Using internal tools or software during a call.
Customer Silence: Periods where the customer is silent, perhaps thinking or on hold themselves.
Idle Time: Represents any time agents spend not actively on calls.
Workflow
Review Agent KPI Card: Review key metrics such as sentiment, positive/negative engagement counts, and interaction distribution to identify agents that may require closer monitoring.
Analyze Interactions by Agent: View interaction volumes per agent and drill down into audio duration details. Clicking on a specific agent filters other visuals on the dashboard, providing a focused view of that agent’s performance.
Examine Sentiment Trends: Use the Interactions and Agent Sentiment by Date visual to uncover patterns, such as dips in sentiment during high-volume days. Drill down to hourly data if needed to identify possible staffing or process-related issues.
Assess Time Utilization: Review the Productive Time Split Chart to understand how agents spend their workday. High idle or unproductive time may signal training needs or workflow inefficiencies.
This workflow enables users to move from a high-level overview to a detailed analysis of individual agent performance, allowing data-driven decision-making and targeted interventions.
Benefits
Detailed Agent-Level Insights: Provides granular visibility into each agent’s performance, sentiment, and workload.
Performance Monitoring: Tracks agent engagement, efficiency, and service quality over time.
Coaching Opportunities: Highlights areas for targeted coaching and development.
Workforce Optimization: Supports data-driven decisions for balancing workloads and enhancing customer experiences.