CallCabinet Agents
Performance Dashboard
The agents performance dashboard provides a detailed overview of the automated quality assurance (AQA) scores for each agent, enabling managers and stakeholders to assess individual performance effectively.
What the Agents Performance Dashboard is Used For
The agents performance dashboard is a call analytics dashboard that empowers managers, stakeholders, and trainers to assess individual agent performance with precision. By providing detailed automated quality assurance (AQA) scores, performance trends, and actionable insights, this dashboard is essential for identifying strengths, addressing weaknesses, and driving continuous improvement.
The Agents Performance Dashboard Is Used By:
- Managers and Team Leaders: Assess individual and agent group performance, identify strengths and weaknesses, and make informed decisions about training and development.
- Human Resources Professionals: Performance evaluations, employee development plans, and to identify training needs.
- Stakeholders and Executives: High-level performance metrics to gauge agent group effectiveness and impact on overall business goals.
- Trainers/Coaches: Tailor training programs and strategies for improving agent group performance.
CallCabinet Agents Performance Dashboard Visuals Explained
Agent Performance KPI Card
This KPI Card provides a quick snapshot of Agent performance, focusing on their Quality Assurance (QA) scores. It helps to identify areas where the Agent excels and where they may need improvement. Specific metrics focused on in this KPI Card include the overall AQA Score, AQA Score MTD, AQA Score MoM%, Best AQA, Worst AQA, Worst Question, Best Section, Best Question, and Worst Section. The overall AQA score indicates the overall quality of Agent Performance whereas some of the other metrics highlight the Agent with the best AQA score and the Agent with the worst AQA score. Supervisors can use this KPI Card to identify specific areas where an Agent needs improvement and tailor their coaching sessions accordingly.
AQA Score by Section and Question Table
This card serves as a quick overview of the overall AQA performance across various aspects of the interaction. It helps identify areas where agents may need further training or coaching to improve their performance and ensure customer satisfaction.
AQA Score by Agent Bar Chart
Provides a clear visual comparison of AQA scores across different agents. This helps identify high performers and those who may need additional support or training. Additionally, this chart can reveal patterns in performance over time, allowing managers to track improvements or declines in quality scores for individual agents.
AQA Score by Date with Forecasting Trend Line Chart
Allows stakeholders to monitor changes in AQA scores across specific dates, helping to identify trends in Agent performance over time. The chart can reveal patterns, such as seasonal fluctuations or recurring issues, indicating when performance may dip or improve, which can be crucial for planning and resource allocation. If any changes are made, e.g., new training programs or process adjustments, the trend line chart can help assess their effectiveness by comparing scores before and after the implementation.
Interactions and Caller Sentiment by Date (with Drilldown for Hour) Column Chart with Added Sentiment Line
The combined display of interaction volume and sentiment allows for the analysis of whether changes in interaction volume directly impact customer sentiment. For instance, a sudden spike in interactions might be associated with a decrease in sentiment, suggesting that agents are struggling to keep up with demand. The added drilldown functionality offers a more granular view of the number of interactions at specific hours of the day along with the corresponding caller sentiment.
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 Performance Dashboard
Comprehensive Performance Evaluation: Granular AQA scores for each agent, breaking down performance by specific questions, sections, and metrics. This level of detail allows managers to pinpoint strengths and improvement areas with clarity.
Interactive Trend Analysis: Users can select individual agents to view performance trends over time, identifying patterns such as improvements or declines that may correlate with training, process changes, or other factors.
Instant Performance Snapshots: Managers gain at-a-glance insights into metrics like overall AQA score, best/worst AQA scores, best/worst questions, and sections. These snapshots enable swift, data-driven decision-making.
Enhanced Comparison Across Agents: Structured comparisons between agents, making it easier to identify top performers, uncover best practices, and address underperformance.
Role-Specific Usability: The dashboard serves multiple stakeholders including managers and team leaders, human resources professionals, executives and stakeholders, and trainers and coaches.
Data-Driven Training and Development: By analyzing metrics like worst question and best section, managers can tailor training programs to address specific gaps and reinforce areas of strength.
Real-Time Trend Monitoring: Tracks performance over time, offering insights into recurring issues, seasonal trends, or the impact of new initiatives like training or process changes.
Improved Accountability: Transparent and accessible data ensures that agents are held accountable for their performance while fostering an environment focused on continuous improvement.
Proactive Resource Allocation: By identifying seasonal dips or recurring challenges through trend analysis, managers can proactively allocate resources and plan interventions to maintain high-quality service.
Intuitive and User-Friendly Design: The dashboard’s modern interface simplifies complex data, making it accessible for all stakeholders while ensuring actionable insights are always within reach.
Why Choose the CallCabinet Agents Performance Dashboard?
- Ease of Use: Simplified design enables stakeholders to navigate and interpret performance data effortlessly.
- Self-Service Analytics: Provides managers with the tools to assess and act on data without needing external support.
- Data-Driven Decisions: Enables actionable insights that drive better coaching, training, and operational strategies.
- Feedback-Driven Design: Built with input from customers and partners, ensuring relevance and usability.
Call intelligence solutions must be able to transform agent performance management, and the CallCabinet Agents Performance Dashboard, is an essential tool for delivering excellence.