The Agent Performance Management dashboard offers a unified reporting experience where your managers, supervisors, and agents can see performance metrics across all of your critical measures of success. Each metric has integrated coaching workflows so you can easily recognize agents who are excelling or coach those who may need additional help.
This updated dashboard has been thoughtfully designed to give each user insights into relevant performance at a glance and easily allow them to drill into trends over time. Additionally, interactive features like subscriptions to the performance Email Digest and saving of metrics to 1:1s for coaching drive action-oriented tactical improvements across your front-line. With Agent Performance Management, you can leverage more robust reporting capabilities, truly compare QA and CSAT performance side-by-side, and launch frictionless coaching workflows off any metric.
Near real-time, holistic performance at a glance
View all your feedback and QA metrics automatically aggregated in one dashboard. You’ll have visibility into metrics at the company level, with the ability to drill down and see performance specific to your team, or even individual agents on your team.
This is a quick way to understand how your team or specific agents are performing across all of the metrics that matter, and can be used to quickly identify who you may need to spend more time coaching - or who to recognize for a job well done.
Note: Team members will only see performance metrics specific to them and they wouldn’t be able to see the team level reporting, company level reporting, or any other individual other than them.
Drill into details
Gain deeper context and understanding on any of your metrics by seeing which feedback responses or QA reviews are contributing to the metric.
Click on any segmentation pill to see performance broken down by parameters like channel, language, Area of Improvement (for Feedback) or scorecard (for QA). You can easily see if your team or agent is improving with custom visualizations for each metric type.
Click into any point in the visualization for additional targeted insights. If a user has the ability to ‘Manage 1:1s’ and are filtered to a Team Member, they will see the ability to add the metrics and responses directly to a 1:1 Coaching Session.
Metrics in context
It’s important for agents and coaches to see not just how they’re performing - but how they are performing compared to expectations.
Agent Performance Management allows you to compare performance against the overall team’s average, company’s average, or to a previous time period. This is an easy way to see who’s struggling or excelling (and by how much) and take action to recognize those who are doing well (and driving that positive motivation) or coach those who are struggling to drive improvements. You can even set individual Agent Goals from the Performance page, or set goals team-wide.
Note: Comparisons to different time periods will depend on the date range you set. For example: if you’re looking at the last 7 days, performance will compare to the previous 7 days, while the last 30 days will compare to the previous 30 days.
Actionable insights
Quickly turn any metric into a coaching moment by adding them to 1:1 sessions directly from the dashboard.
Agent Performance Management helps minimize the time and effort it takes to prepare for a 1:1 session. At the team and team member view, you can seamlessly add any metric to upcoming 1:1 sessions (just like the ability to save feedback & QA reviews). This makes it easier to conduct 1:1 sessions more effectively with the ability to easily coach with context.
Email Digest Subscription
For the busiest of teams, it’s valuable to understand all these performance trends via email summary as well. Email Digest subscriptions can be managed from the Performance page. A ‘Subscribe’ button with a bell icon can be found on the top right hand side of the page, above the primary Metric Set. Clicking the ‘Subscribe’ button will allow individual team members and team leaders to schedule delivery of Email Digests to the address associated with their Agent Connect profile. These digests will summarize performance at the Company, Team, or Team Member level, based on the user’s selection and permissions. The user will also be asked to select the cadence for delivery (daily or weekly), and the day and time on which it should be sent. This information will always be for the last 7 days compared to the 7 days before that.