CallCabinet
Agents Dashboard
The agents dashboard offers a high-level summary of performance and key operational metrics such as agent performance and call handling statistics, with the ability to easily select an agent and assess the statistics for the selected agent.
What the Agents Dashboard is Used For
The agents dashboard is your go-to tool for monitoring individual agent performance, assessing call handling efficiency, and driving productivity improvements. With an intuitive interface and advanced metrics, the agents dashboard makes it easy to identify trends, highlight top performers, and uncover areas for growth.
The Agents Dashboard is Used By:
- Call Center Managers: To monitor agent performance, efficiency, and overview KPI’s/metrics.
- Team Leaders: To track team-specific metrics and performance over time.
- Senior Management: For high-level insights into overall operational performance and agent performance.
- Quality Assurance (QA) Teams: To track key performance indicators (KPIs) and ensure compliance with company standards.
CallCabinet Agents Dashboard Visuals Explained
Agent KPI Cards
Provides an at-a-glance summary of agent sentiment, the agents that have improved and regressed the most, positive engagements, and negative engagements, as well as a summary of the interactions. This specifically looks at interactions per words, interactions per agent, highest number of interactions by an agent, and lowest number of interactions by an agent. The KPI cards provide an immediate overview of each agent’s performance metrics, allowing managers and stakeholders to quickly assess how individual agents are performing in terms of sentiment and engagement.
Interactions by Agent Bar Chart with Drilldown for Audio Duration Bins and Audio Duration (Mins)
This visual allows for the straightforward comparison of the number of interactions handled by each agent. This 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 can indicate changes in efficiency or engagement.
Interactions and Agent Sentiment by Date (With Drilldown Per Hour of Day) Column Chart
Allows users 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 Stacked Column Chart
This chart provides a clear overview of how each agent spends their time each day. By comparing the segments of productive vs. unproductive time, managers 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.
Key Benefits of the CallCabinet Agents Dashboard
Focused Agent Performance Analysis: The dashboard provides granular insights into individual agent performance, making it easier to identify high performers, underperformers, and specific areas requiring improvement.
Instant Overview of Key Metrics: View at-a-glance summaries of sentiment, engagement, and interaction metrics, including the most improved and regressed agents, ensuring a quick and actionable understanding of team performance.
Easy Identification of Trends: Track trends and patterns over time, enabling data-driven decisions to enhance productivity and customer satisfaction.
Improved Time Management: Get a detailed view of productive versus unproductive activities, enabling managers to optimize scheduling, coaching, and training efforts.
Role-Specific Usability: The dashboard is tailored for different stakeholders including call center managers, team leaders, senior management, and quality assurance teams.
Enhanced Sentiment Analysis: Monitor changes in agent and customer attitudes over time, uncovering opportunities to improve engagement and service quality.
Drill-Down Capability for Deep Insights: Identify performance trends at specific times of the day, offering actionable insights for scheduling and workload optimization.
Recognition and Reward Opportunities: Quickly identify high-performing agents based on metrics like the number of interactions and positive sentiment, enabling recognition programs that motivate and retain top talent.
Proactive Coaching and Training: Uncover areas where agents may need additional support or training by analyzing metrics like negative sentiment and unproductive time, fostering continuous improvement.
Intuitive and User-Friendly Design: The dashboard’s clean, visual interface ensures ease of use, allowing managers to focus on what matters most – enhancing team performance and delivering better results.
Why Choose the CallCabinet Agents Dashboard?
- Empowers Self-Service: Enables managers and leaders to access and interpret data independently.
- Drives Operational Excellence: Facilitates informed decision-making to boost performance.
- Simplifies Engagement: Consolidates critical agent metrics into a single, intuitive platform.
- Feedback-Driven Design: Built based on insights from customers and partners, ensuring relevance and usability.
Take control of agent performance with the CallCabinet Agents Dashboard – a powerful tool for optimizing productivity and driving operational success.