This dashboard includes operational metrics used to analyze agent activity and performance. This dashboard also entails hour offset capabilities allowing users to show the data with an offset to match the time zone where they manage their operation.

Primary datasets: Agent activity, conversions, engagements, surveys

Primary filters: Agent, agent group, skill

Minimum timeframe: Hourly

Main panel: agent activity dashboard

The following default panel will be presented when accessing the agent activity predefined dashboard. It provides an overview of the performance of all agents active on the account.

Image 1 - Agent activity dashboard main panel

Visualizations:

Graph Name (Type) Vertical / Angle (Metrics) Horizontal / Color (Attributes) Additional functions
Logged in time(pie chart) LOGGED IN TIME AGENT STATUS Hover to view the % contribution of the angle
Away Time(pie chart) AWAY AWAY REASON Hover to view the duration of a specific away reason and the % contribution of the angle
Engaged duration per state (bar chart) ENGAGED TIME DATE Filter by Agent Status (attribute)
NON ENGAGED TIME      
Engagements per hour(bar chart) INTERACTIVE ENGAGEMENTS PER HOUR DATE N/A
Concurrency(line chart) CONC. ENGAGED DATE N/A
CONC. LABOR      
CONC. LOGGED IN      
Conversions(bar chart) IN SESSION CONVERSIONS DATE N/A
CROSS SESSION CONVERSIONS      
Revenue(bar chart) IN SESSION REVENUE DATE N/A
CROSS SESSION REVENUE      

Panel two: agent activity grid

The following grid view presents information available on a daily basis which can be exported to excel for further manipulation of the data, primarily by agent groups and day of the week.

Image 2 - agent activity grid (panel 2)

Rows (attributes): DATE, DAY OF THE WEEK, GROUP, AGENT

Columns (metrics):

  1. LOGGED IN TIME
  2. ONLINE / AWAY / BACK SOON (time)
  3. ONLINE / AWAY / BACK SOON RATE
  4. ONLINE / AWAY / BACK SOON TIME ENGAGED
  5. ENGAGED / NON ENGAGED TIME
  6. ENGAGED / NON ENGAGED RATE
  7. CUMULATIVE ENGAGED CHAT TIME
  8. LABOR TIME / RATE
  9. INTERACTIVE ENGAGEMENTS PER HOUR
  10. CONC. LOGGED-IN / LABOR / ENGAGED
  11. CONVERSIONS
  12. IN SESSION / CROSS SESSION CONVERSIONS
  13. REVENUE
  14. IN SESSION / CROSS SESSION REVENUE
  15. INTERACTIVE CHATS
  16. AVG. INTERACTIVE CHAT LENGTH
  17. CONNECTED CHATS
  18. NO. OF COBROWSE INTERACTIVE SESSIONS (CHAT)
  19. NO. OF SECURE FORM (PCI) SUBMITTED (CHAT)

Panel three: agent performance

The following grid view presents agent performance metrics for the entire duration of the time selected in the date filter available on the dashboard. The grid data may be exported to excel to manipulate the data further, such as by grouping the agents into custom groups based on their performance.

Image 3 - Agent performance (panel 3)

Rows (attributes): AGENT

Columns (metrics):

  1. CSAT SCORE
  2. ENGAGED TIME RATE
  3. INTERACTIVE ENGAGEMENT PER HOUR
  4. AVG. INTERACTIVE CHAT LENGTH
  5. CONC. ENGAGED

This dashboard is also available in BI.

Predefined grid

The grid spreads out all the relevant metrics in a granular view so any member on the account may easily download the grid or receive scheduled copies to their email.

Perform the analysis and customization you need using an offline copy, in excel using the complete grid. You can choose the document type (daily/monthly) based on your needed timeframe. The daily grid gives daily aggregations for all the metrics while the monthly grid offers the corresponding aggregations at the monthly level. The data is presented at the brand, campaign and engagement level.

Metrics

For all metrics available within this dashboard please search the Report Builder Data Metrics by the name of the dashboard in the Developers Community.