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Agent Performance Voice

Updated

11 days ago

An Agent Performance Report provides detailed insights into an individual agent's work metrics and efficiency. It typically includes data such as the number of cases handled, response times, resolution times, customer satisfaction scores, and other key performance indicators (KPIs). This report helps evaluate an agent's overall effectiveness and identify areas for improvement or training.

Scenarios to use Agent Performance Voice Report

Evaluating Efficiency: Helps assess how quickly and effectively agents handle cases, identifying top performers and areas for improvement.
Identifying Training Needs: Pinpoints areas where agents may need additional training based on performance metrics like response and resolution times.
Performance Reviews: Provides data-driven insights for agent performance reviews, feedback sessions, and goal setting by evaluating the number of calls handled and Average Handling Time (AHT).
Customer Satisfaction Tracking: Monitors customer feedback and satisfaction scores to ensure quality service and identify any issues.
Optimizing Staffing: Assists in balancing workloads and ensuring optimal resource allocation based on agent performance trends.

Dashboard Sections

Performance Overview: The Performance Overview tab provides a concise summary of key metrics, offering a quick snapshot of an agent's overall performance.
Inbound: The Inbound Call Summary is a report provides an overview of key metrics related to inbound calls handled by agents. This summary helps assess the efficiency and effectiveness of agents in handling inbound customer inquiries and can be used to identify trends, areas for improvement, or to measure overall team performance.
Outbound: An Outbound Call Summary provides an overview of all outbound calls made by agents, including key metrics like total calls made, talk time, call outcomes (successful, abandoned, or unanswered), and agent performance. It also tracks conversion rates, call distribution across agents, and any trends related to abandoned calls.
Time Card: A Time Card Report that includes detailed information about login and logout times, agent status, occupancy, and utilization offers a comprehensive view of how agents spend their workday and how efficiently they are managing their time.
Raw Data: The raw data report provides detailed insights into agent performance across all metrics.

Performance Overview

Let's have a look at the metric's

Name	Definition
Number of Offered Calls	The Number of Calls refers to the total count of calls offered to the agent, including both inbound and outbound calls.
Number of Connected Calls	Number of calls where agent and customer both connected on the call, including inbound and outbound calls dialled.
Number of Abandoned Calls	Refers to calls where the customer failed to connect in outbound calls, or the agent failed to connect in inbound calls, after the call was offered to the agent.
Handle Time (Agent)	Shows the total handle time of a conversation, encompassing talk time, hold time, preview time, wrap time, and other relevant metrics, as configured in the "Service Settings" screen.
Average Handle Time	Measures the average duration an agent spends handling a customer interaction.AHT= (Total Handle Time/Number of Connected Calls)
Average Talk Time	Measures the average duration an agent spends speaking with a customer during an interaction. Average Talk Time= Total talk Time/ Number of Connected Calls
Average Hold Time	Measures average amount of time a customer spends on hold during an interaction. Average Hold Time= Total Time Spent on Hold by an Agent/ Number of Connected Calls.
Average ACW Time	Time measures the average amount of time an agent spends on tasks related to a customer interaction after the call has ended. Average ACW Time= ACW Time (Agent) / Number of Connected Calls.
Average Handle Time	Measures the average time an agent spends on a customer interaction, including talk time, hold time, and after-call work (ACW).
Average Inbound Ring Time	Measures the average time it takes for an inbound call to be answered by an agent after it is offered.
Average Outbound Ring Time	Measures the average duration a call rings on the agent console for outbound calls, from when the call is initiated until the customer first connects.
Average Preview Time	Measures the average time an agent spends in the preview phase before dialling out an outbound call.

There are 6 different types of reports that you can visualise in the Performance Overview Report:

ACW/Disposition Summary

Top Performers by AHT

Top Performers by ACW Filled

Top Performers by Calls Handled (IB and OB)

Unique Agent Count Trend

Inbound Call Summary

To analyze inbound call performance, the user can click on the Inbound Tab. Within this tab, the Inbound Calls Summary provides a detailed table.

Let’s deep dive into all the metrics of Inbound Call Summary:

Name	Definition
Date	Date of call occurrence
Agent	The Sprinklr user for whom the report is being generated.
Number Of Offered Calls	The total number of calls offered to the agent, including both inbound and outbound calls.
Number Of Connected Calls	The total number of calls where both the agent and customer successfully connected, including both inbound and outbound calls.
Number Of Abandoned Calls	Number of calls abandoned where the customer did not connect in the case of outbound calls, and the agent did not connect in the case of inbound calls, after an offer was made to the agent.
% Connected Calls	Percentage of calls connected out of the total number of calls offered to a particular agent.
Ring Time	Time taken by the agent to connect the call after the offer was made, for both outbound and inbound calls.
Average Ring Time	Average inbound ring time based on the number of inbound calls offered to the agent.
Talk Time	Total talk time of the agent across all calls
Average Talk Time	Total talk time spent by agents divided by the number of connected calls
Hold Time	Total time the call was on hold by the agent
Average Hold Time	Total time spent by agents on hold divided by the number of connected calls
ACW Time	Time spent by the agent filling out the ACW, based on the values selected in the 'Service Settings' screen.
Average ACW Time	ACW time per agent divided by the number of connected calls.
Handle Time	Represents the total handle time of the conversation, including talk time, hold time, preview time, wrap time, etc., based on the metrics selected in the 'Service Settings' screen
Average Handle Time	Average total handle time, based on values selected in the 'Service Settings' screen, divided by the total number of connected calls.
Transfer Initiated:	Total number of warm and blind transfers initiated by the agent, either to a queue or directly to another agent
Blind Transfer Initiated	Total number of blind transfers initiated by the agent during the call, including transfers directly to an agent or to a queue
Warm Transfer Initiated	Total number of warm transfers initiated by the agent during the call, including transfers directly to an agent (regardless of whether the call was answered) or to a queue
Transfers Received	Total number of warm and blind transfers received by the agent during the call. For warm transfers, the call rang on the agent's console, whether the agent accepted it or not. For blind transfers, the call was accepted and connected after ringing on the agent's console.
Blind Transfers Received	Total number of blind transfers received by the agent during the call and accepted by the agent (counted only if the agent is successfully connected to the call).
Warm Transfers Received	Total number of warm transfers received by the agent during the call. This includes when the call rings on the agent's console, when the agent connects to the call (consult call), or when the agent takes full control of the call after the transfer (successful transfer).
Max Ring Time	Time taken by the agent to connect the call after the offer was made, for both outbound and inbound calls
Pending ACW Count	Pending ACW for calls that are eligible for ACW.

Outbound Call Summary

Let's understand the metrics.This summary helps evaluate the efficiency and effectiveness of outbound calling efforts.

Let’s deep dive into all the metrics of Outbound Call Summary:

Name	Definition
Number of Offered Calls	Total number of calls offered to the agent, including both inbound and outbound calls.
Number of Connected Calls	Total number of calls where both the agent and customer connected, including both inbound and outbound calls.
Number of Dialer Calls Connected	Number of outbound dialer attempted calls which were connected by customer i.e. both agent and customer connected on the call.
Number of Manual Calls Connected	Total number of outbound manual calls attempted by the agent where both the agent and customer connected on the call.
Number of Schedule Callbacks Connected	Number of outbound schedule callbacks attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Abandoned Calls	Total number of abandoned calls where the customer did not connect in outbound calls and the agent did not connect in inbound calls, after the offer was made to the agent.
% Connected Call	Percentage of calls connected out of the total number of calls offered to a specific agent.
Ring Time	Time taken by the agent to connect the call after the offer was made, for both outbound and inbound calls.
Average Ring Time	Average time the call rang on the agent's console for outbound calls where the customer first connected.
Talk Time	Total talk time of the agent across all calls.
Average Talk Time	Total talk time spent by agents divided by the number of connected calls.
Hold Time	Total time the call was put on hold by the agent.
Average Hold Time	Total time spent by agents on hold divided by the number of connected calls.
ACW Time	Time spent by the agent completing the ACW, based on the values selected in the Service Settings screen.
Average ACW Time	ACW Time (Agent) / Number of Connected Calls.
Preview Time	Indicates the preview time spent by the agent before making an outbound call.
Average Preview Time	Average preview time per agent, based on the number of preview calls dialed out from the system (for outbound calls only).
Customer Dial Time	Time spent by the agent on an outbound call while it's ringing to the customer, where the agent is connected and waiting for the customer to join (for manual and preview calls).
Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the service settings screen.
Average Handle Time	Average of total handle time as per values selected in service settings screen over total number of connected calls.
Transfers Initiated	Total number of warm and blind transfers initiated by the agent during the call, either to a queue or directly to another agent.
Blind Transfers Initiated	Total number of blind transfers initiated by the agent during the call, including transfers either directly to an agent or to a queue.
Warms Transfers Initiated	Total number of warm transfers initiated by the agent during the call, including transfers directly to an agent (whether or not the agent answered) or to a queue.
Transfers Received	Total number of warm and blind transfers received by the agent. For warm transfers, the call rang on the agent’s console, whether accepted or not. For blind transfers, the call was accepted and connected after ringing.
Blind Transfers Received	Total number of blind transfers received by the agent and accepted by the agent (counted only if the agent is connected to the call).
Warm Transfers Received	Total number of warm transfers received by the agent. This includes when the call rings on the agent's console, when the agent connects to the call (consult call), or when the agent is fully transferred control of the call (successful transfer).
Pending ACW Count	Pending ACW for calls that are eligible for ACW.

Time Card

Let’s try and understand different types of reports and the information that it provides:

Detailed Login and Logout Report
Time in different Statuses
Occupancy and Utilization Report
Logged in Agent Trend

Detailed Login and Logout Report

Time in Different Statuses Report

Occupancy and Utilization Report

Logged in Agent Count

Manage Dashboard

Date Range Section

A date range selector allows you to choose the period for viewing data. You can customize the range by setting a start and end date, or select from options like today, this week, last 7 days, last 30 days, last 60 days, last month, last year, or lifetime.

Name	Definition
Is ACW Submitted	A Boolean field indicating whether the ACW (After-Call Work) has been submitted or not.
ACW Time Pending State	Time spent on ACW after it is moved to a Pending state due to a timeout.
ACW Time (Agent)	Time spent by the agent on filling out the ACW, based on the values selected in the "Service Settings" screen.
Call Disposition	Shows the disposition field entered by the agent while completing the ACW or Disposition Form.

Name	Definition
Number of Connected Calls	The number of calls where both the agent and customer successfully connected, including both inbound and outbound calls.
Number of Inbound Connected Calls	The number of inbound calls where both the agent and customer successfully connected.
Number of Outbound Connected Calls:	The number of outbound calls where both the agent and customer successfully connected.

Name	Definition
Transfers Initiated (Blind or Warm)	The total number of warm and blind transfers initiated by the agent during a call, either to a queue or directly to another agent.
Warm Transfers Initiated	The total number of warm transfers initiated by the agent during a call, including transfers directly to another agent (regardless of whether the agent answered) or to a queue.
Blind Transfers Initiated	The total number of blind transfers initiated by the agent during a call, including transfers directly to another agent or to a queue.
Consult Transfers Initiated	A Warm Transfer initiated by the agent, regardless of whether the agent is connected to the call. If connected, it indicates a consultative transfer where the agent only provides assistance, but the call control is not transferred to them.
External Transfers Initiated	The total number of external transfers initiated by the agent, regardless of whether the external agent connected to the call or not.

Name	Definition
Agent	Refers to the user for whom the report is being generated.
Agent ID	Refers to the Sprinklr User ID for whom the ID is generated.
Logged in Time	Measures the total time an agent is logged into the system.
Login Timestamp	Date and timestamp of when the agent logged into the system.
Logout Timestamp:	Date and timestamp of when the agent logged out of the system.

Name	Definition
Agent	Refers to the user for whom the report is being generated.
Agent Status	Agent Status refers to the work states assigned to an agent in the Sprinklr platform, such as Available, Break, Lunch, and other custom statuses. These help manage agent availability and optimize resource allocation.
Time in Status	Time Spent in Status within a given interval, associated with Agent Status.
Status Assign Time	Refers to timestamp when an agent transitions into a specific status. Apply a filter for the desired Agent Status to view the details.
Status Receive Time	Refers to timestamp when an agent exits a specific status. Apply a filter for the desired Agent Status to view the details.