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Agent Insights

Modified on Tue, 07 May 2024 at 10:03 AM

Purpose

Track performance trends of key agents and teams. Begin with an overview and jump immediately into a single agent's profile to get an overview of their workload, stats, and launch directly into an agent's evaluation.


Summary

Agents that you have included in your profile as "favorites" will appear in a table view. You can also search for individual agents, Virtual Teams or Virtual Orgs to review their performance as a group. 





Agent Insights

Access Agent Insights under AGENT MANAGEMENT section to assess individual agents or teams of agents marked as favorite to compare and contrast performance.



Agent Insights from My Agents

You can also access Agent Insights from the My Agents section under WORKSPACE section of the left-hand navigation. After opening My Agents, if you select any of the individual agents in your list (see below), you will jump to Agent Insights for that particular agent. 




Comparing Performance

Using Virtual Teams, you can quickly identify agents who are doing exceedingly well and those who may need additional coaching or training. For example, your organization has recently made a push towards efficiency. Specifically, you are trying to reduce the number of back and forth emails with customers. To quickly track how agents are performing against this goal:

  1. Open Agent Insights.
  2. Review your Virtual Team in My Agents.
  3. Click on the team name to open the detailed view. Agent names appear on the left-hand side of the screen and their numbers are combined to the total of the numbers represented in the chart.
  4. With the chart, set the Case Distribution by: Conversation Count.
  5. Pay close attention to both the color of each point of the chart and the percentile distribution (75th -- 50th -- 25th).
    • Colors of each circle indicate a customer's Sentiment Score in addition to the case count
    • The percentile distribution allows you to see stark changes when adding or removing Agents from the calculation to quickly compare performance
    • Using both together, you can ascertain how customers are feeling about fewer interactions versus more interactions
    • Highlighting any point on the graph also provides you a quick summary and the Attention Score
    • You can identify Agents that have both a short conversation count and high sentiment rating versus only looking at conversation count adding a qualitative measure to your analysis
  6. Unchecking members of the Virtual Team update the chart instantly to enable comparisons for one member versus the team average instantly.
  7. Note the "Percentiles" rating fall on the graph and where they are on the graphic prior to modifying the lists of agents.
  8. In the example below, we zero in on Steph Curry as he has two cases with an unusually high conversation count and from both the Attention and Sentiment Score included here, he may be struggling to keep communications succinct and to the point with customers.

Virtual Team Insights View



In SupportLogic, for an User to be considered as an Agent, the user has to be part of the User table in our Database which requires at least one case to be owned by them in the CRM. 




Quality Monitoring Additional Options

Upon completing Manual Reviews or Coaching of Agents, you will see two tabs within Agent Insights: Activity and Performance. The details of the Activity tab were covered in this article. The Performance provides a summary view of the evaluations and ratings for agents over a period of time. You can:

  • Get a breakdown of ratings across all case review categories
  • Review trends based on evaluation feedback either improving or declining
  • Compare performance of agents with other team members


Performance Tab

In the example below, reviewing the same agents in the image above with Manual Quality Monitoring configured and several reviews completed on agent performance. This particular demo instance of Suppot has the following configured:


  • A 3-tired rating structure
  • The performance criteria has been categorized under Customer Empathy, Data Quality and Problem Identification


For each performance category, case icons are grouped according to how they were evaluated and color coded by their Sentiment Score. You can quickly identify trends in agent behavior with the interactive Performance charts which clearly show trends in evaluation scored either negative or positive.




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