Agent Self Monitoring - Voice (Outbound)

Updated

1 year ago

The Agent Self-Monitoring Reporting Dashboard (Outbound) is a standard dashboard created for agents to provide a quick summary of an agent's outbound call activity.

As an agent, you can use this dashboard as a self-evaluation tool and view your performance for the selected timeframe.

The dashboard provides visibility into the number of calls you make on a daily/monthly basis. It helps you quickly identify the gaps and shortcomings and thereby find measures to improve your productivity and performance.

We have explained some common use cases below.

Key Performance Index

Call Metrics

Calls Attempted: Total number of customer interactions offered/ attempted to/by the agent

Dialer Calls Attempted: Total number of dialer calls attempted by the agent

Manual Calls Attempted: Total number of manual calls attempted by the agent

Scheduled CallBacks Attempted: Total number of scheduled callbacks attempted by the agent

Customer Calls Connected: Total number of customer interactions in which both customer and agent connected

Dialer Calls Connected: Total number of dialer calls in which both customer and agent connected

Manual Calls Connected: Total number of manual calls in which both customer and agent connected

Scheduled CallBacks Connected: Total number of scheduled callbacks in which both customer and agent connected

Different Call Times

Average Ring Time: Average ring time maintained by an agent (Ring time - Agent / Calls taken)

Average Hold Time: Hold Time (Agent) / Total number of calls taken

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 (CM) : Handle Time (Agent) / Total number of calls taken

Time in Different Status

Time in status: Provides the time spent in a particular status (in that slot).

Availability status: States the agent's status (available/ unavailable/ manual/ ready/ busy/ aux time) that is marked into the console.

Agent Status Assignment & Removal Time

Availability Status: States the agent's status (available/unavailable/manual/ eady/busy/aux time) that is marked into the console.

Status Assign Time: Provides the particular status assignment time.

Time in Status: Provides the time spent in a particular status (in that slot).

Agent Log In - Log Out Report

Login Status: States if the agent has Logged In or Logged Out of the console.

Status Assign Time: Provides the Login/Logout status marked time.

Time in Login Status: Provides the time spent in Login status (in that particular slot).

Call Summary

Campaign Summary

Campaign: Name of the campaign

Dialer Type: States of the dialer type is Manual/Predictive/Preview/Progressive, etc.

Calls Attempted: Total number of customer interactions which were attempted

Calls Handled: Total number of customer interactions in which both customer and agent connected

Talk Time: Total talk time associated to the campaign

Hold Time: Total hold time associated to the campaign

After Call Wrap Up Time: Total after call wrap up time associated to the campaign

Average Handle Time: Overall call handling time / Total number of calls taken

Call Summary

Conversation ID: Unique ID associated to the call

Talk Time: Total time spent by an agent in interactions with the customer

Hold Time: Total time for which the calls were put on hold

After Call Wrap-up Time: Total time spent in after call work/wrap-up

Total Transfers Initiated: Number of times call transfer was initiated

Total Transfers Received: Number of times call transfer was received

Call Disposition: This will come from the call disposition screen (intent of the customer)

Call Sub-Disposition: This will come from the call sub-disposition screen (intent of the customer)

Daily Summary

Date: Date of summary