Agent Performance Report
Updated
Supervisors can analyse the performance of their agents by viewing data against different metrics like Call count, average call time, hold time, etc. As a unified omni-channel platform, Sprinklr allows supervisors to customise reports for different channels like Voice, Social, Email and LiveChat. In this article, we give a glimpse voice and social reports used by supervisors to analyse their team performance. Complete customisation to the reports including different metrics and visualisations are available as needed.
Social Reports
Agent VS Handling Time Per Case
Avg. Handling Time Per Case: Time for which the processing clock was opened in the third pane for the case.
Unique Case Count: Unique number of cases (unique on case ID) asssigned to the agent.
Time Spent Without Case Assignments
Time Spent in Available with any Case Assigned : Time spent in the available status with any case assigned.
Time spent without any case assigned: Time spent in the available status without any case being assigned.
Idle Time: Time for which the agent was not working on any case
SLA by Team
Here we can track the average response time for cases on a user/user group level.
Brand Response By User Group: The name of the user group who responded to the case.
Top Agents
Identify your high/low performing through reports by using metrics like average response time and total number of replies.
Top Agents by Reply time: Agents sorted with the minimum reply time dince the case was assigned to them.
Top Agents by No. of Replies: Agents sorted with total number replies made by them in the assigned cases.
Voice Reports
Agent Summary
This report provides the overall work summary and the call metrics against every agent for the selected time frame. Supervisors can use this to identify agents with low number of assigned calls or high talk time and take suitable actions to improve their team performance.
Number of Calls Offered: Total number of customer interactions that were offered to an agent.
Number of Calls Taken: Total number of customer interactions that were accepted by an agent.
Unique Profiles per Agent : Total number of unique profiles handled by the agent in which both customer and agent connected.
This segment provides the call time handled by the agent in every stage of the call from the call connection to call disconnection.
Ring Time (Agent): Total Time for which calls were ringing on Agent Console for an agent.
Average Ring Time: Average ring time maintained by an agent (Ring time/Calls taken).
Talk Time (Agent): Total time spent by an agent in interactions with the customer.
Average Talk Time: Talk Time (Agent) / Total number of calls taken.
Hold Time (Agent): Total time for which the calls were put on hold.
Average Hold Time: Hold Time (Agent) / Total number of calls taken.
After Call Wrap-up Time (Agent): Total time spent in after call work/wrap-up.
Average Wrap Time: After Call Wrap-up Time (Agent) / Total number of calls taken.
Handle Time (Agent): Overall call handling time (Talk time + Hold time+ Wrap Time).
Average Handle Time: Handle Time (Agent) / Total number of calls taken.
Team Performance Summary
This section summarizes the aggregate call count, handle time, etc. for the selected time frame. Supervisors can use this to get an overall summary for their team's performance.
Manager-wise agent performance
Fro organizations with vertical heirarchy, it becomes to important to segregate and analyse data in different levels. In Sprinklr, every user has its own manager and thus it is easy for managers to create reports from their viewpoint. The below report shows the manager wise distribution of total calls taken.
User Manager: Name of the user manager/ supervisor.
Top Agents
Identify your high/low performing through reports by using metrics like total calls handled and average handling time.
Top Agents by Call Handled: Number of unique calls taken by an agent during the selected time range.
Top Agents by AHT: Average Handle Time (AHT) maintained by each agent during the selected time range.
