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Agent Performance Digital

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24 hours ago

The Agent Performance Digital Report provides comprehensive insights into an agent's performance across various digital channels such as chat, email, and messaging platforms.

It tracks key metrics like response time, which measures how quickly agents respond to customer queries, and resolution time, indicating how long it takes to resolve customer issues at one place. The report also includes customer satisfaction (CSAT) scores, reflecting how satisfied customers are with the service, and First Contact Resolution (FCR), which shows the percentage of issues resolved during the first interaction.

Scenarios for using the report

Performance Monitoring: Managers can use the report to assess the strengths and weaknesses of agents and make informed decisions about training or workload adjustments.
Identifying Trends: It helps identify patterns in agent performance, like peak hours of high efficiency or moments when escalations are more frequent.
Customer Satisfaction Improvement: By analyzing performance and satisfaction data, organizations can better understand customer needs and improve service quality.

The Agent Performance Digital Report provides actionable data that helps businesses improve agent efficiency, enhance customer service, and optimize workforce management across digital channels.

Dashboard Sections

The Agent Performance Digital Report is split into various sections which provides actionable insights about Agents Performance.

Overall: This section provides an overview of key agent performance metrics, including the number of assignments, response count, first response time, average response time, and average handling time.
Live Chat: This section provides detailed insights into the performance and effectiveness of live chat interactions. It typically includes metrics such as Number of Assignments, Response Time, First Response Time, Response Time Excluding First Response Time, Average Handling Time.
Social: This section provides detailed insights into the performance and effectiveness of cases handled through social media channels. It typically includes metrics such as Number of Assignments, Response Time, First Response Time, Response Time Excluding First Response Time, Average Handling Time.
Email: This section provides detailed insights into the performance and effectiveness of cases handled through Emails.
Assignment Raw Dump: The Assignment Raw Dump section displays detailed records, where each row represents an individual case assignment to an agent.

Let’s try and understand the various metrics in detail:

Overall

This report is split into 3 different types of reports:

Operational KPIs: Operational KPIs track day‑to‑day service performance by measuring contacts assigned or unassigned, agent response times, handle time, and service‑level metrics such as First Time Resolution (FTR).
Interval Split Summary: An Interval Split Summary Report breaks down data or performance metrics into specific time intervals, offering a concise summary for each period. This report helps identify trends and patterns by organizing data into segments like hourly, daily, or weekly intervals, making it easier to analyze and compare performance over time.
Channel Split Summary: The dashboard includes a "Channel Split Summary" section, offering a detailed breakdown of metrics by channel. Since agents handle cases across various platforms (e.g., live chat, social media, email), selecting the dropdown provides an in-depth view of performance for each channel.

Operational KPIs

Channel Split Summary

Interval Split Summary

The metrics are listed below:

Name	Description
Agent	The sprinklr user for whom the report is being generated.
Contacts Assigned	Measures number of times a particular case has been assigned to the agent.
Contacts Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded.
Contacts Assigned with Applied Macro without Response	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Contacts Assigned with Macro	Number of assignments in which the assigned user has applied any macro.
Contacts Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
Avg. of First Agent Response Time (Agent)	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First (Agent)	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.
Avg. of Handle Time (Assigned Duration)	Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen".

The metrics are listed below:

Name	Description
Agent	The sprinklr user for whom the report is being generated.
Contacts Assigned	Measures number of times a particular case has been assigned to the agent.
Contacts Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded.
Contacts Assigned with Applied Macro without Response	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Contacts Assigned with Macro	Number of assignments in which the assigned user has applied any macro.
Contacts Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
Avg. of First Agent Response Time (Agent)	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First (Agent)	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.
Avg. of Handle Time (Assigned Duration)	Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen".

Live Chat

The metrics mirror those found in the Overall Section. Refer to Overall section to know the definition of metrics.

Let's have a look at various metrics:

Metrics	Dimensions
Agent	The sprinklr user for whom the report is being generated.
Contacts Assigned	Measures number of times a particular case has been assigned to the agent.
Contacts Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded.
Contacts Assigned with Applied Macro without Response	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Contacts Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
Avg. of First Agent Response Time (Agent)	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First (Agent)	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.
Avg. of Handle Time (Assigned Duration)	Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen".

Social

The metrics mirror those found in the Overall section. Refer to Overall section to know the definition of metrics.

Let's look at the metrics:

Metrics	Description
Agent	The sprinklr user for whom the report is being generated.
Contacts Assigned	Measures number of times a particular case has been assigned to the agent.
Contacts Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded.
Contacts Assigned with Applied Macro without Response	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Contacts Assigned with Macro	Number of assignments in which the assigned user has applied any macro.
Contacts Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
Avg. of First Agent Response Time (Agent)	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First (Agent)	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.
Avg. of Handle Time (Assigned Duration)	Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen".

Email

Let's look at the various metrics:

Let's have a look at the report now:

Interval Split Summary: An Interval Split Summary Report breaks down data or performance metrics into specific time intervals, offering a concise summary for each period. This report helps identify trends and patterns by organizing data into segments like hourly, daily, or weekly intervals, making it easier to analyze and compare performance over time.

Note: Metrics would be like Overall report.

Metrics	Description
Agent	The sprinklr user for whom the report is being generated.
Contacts Assigned	Measures number of times a particular case has been assigned to the agent.
Contacts Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded.
Contacts Assigned with Applied Macro without Response	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Contacts Assigned with Macro	Number of assignments in which the assigned user has applied any macro.
Contacts Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
Avg. of First Agent Response Time (Agent)	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First (Agent)	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.
Avg. of Handle Time (Assigned Duration	Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.
Service Level - FRT	Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen".

Assignment Raw Dump

Reassigned cases are listed as separate entries, allowing for detailed tracking of assignments and agent actions.

It captures additional details beyond those in the Overall Section, such as:

Name	Definition
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Case Number	A unique identifier assigned to each case for tracking and reference purposes.
Case Details	Descriptive information about the case, including the nature of the issue or request being handled.
Case Creation Time	The exact date and time when the case was created or logged into the system.
Channel (Snapshot)	Name of the snapshot channel of the contact at the time of work queue entry.
Agent Assign Time	Date Time stamp when the particular case was assigned to the agent. In case multiple agents were assigned, it will show timestamp for each of those agent assignments.
Contacts Assigned	Measures number of times a particular case has been assigned to the agent.
Contacts Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded.
Contacts Assigned with Macro	Number of assignments in which the assigned user has applied any macro.
Contacts Assigned with Applied Macro without Response	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Contacts Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
First Agent Response Time (Agent)	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First (Agent)	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.
Avg. of Handle Time (Assigned Duration)	Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.

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.