- In a contact center, agent metrics are key performance indicators (KPIs) that help measure and evaluate the performance of the agents.
- Regularly monitoring and analyzing these agent metrics can help contact centers identify areas for improvement, optimize their processes, and enhance the overall customer experience.
Below are the available agent metrics:
- Leadership board - This provides an overview of the count of calls and chats handled by each agent in the organization.
- Active Agents - The total number of available agents.
- Average Handle Time - This value represents the average time spent by an agent from the beginning of the conversation when the agents accept the incoming request until the wrap-up is done.. It includes handle time, ticket creation or case creation time (if there is an active integration), and wrap-up time.
- Transfer Rate - The percentage of conversations that are successfully transferred by the agents.
- Average Wrap Up Time - The average time taken in the wrap-up section after the conversation is solved. If there is an active integration with the CRM, then this will also include case/ticket creation.
- Agent Status - This comprises the agents’ name along with the details of the active conversations, customer information, channel, duration, conversation ID, and monitor, which offers a redirect link for the supervisors to click and monitor the call in real-time.
Note:- If the agents and Supervisor are not on the same team, the supervisor cannot view their information in Agent Status.
- Monitor is disabled for the agent screen.
- Active Conversations - This comprises the agents’ name along with the conversation details of the active conversations if the agents are handling any.
Note: The supervisor can view all of the agents' information, regardless of whether the agent and team belong to the same team.
How these metrics help:
- In the Leadership board, the Supervisor finds that Agent A has successfully handled a high volume of calls + chats, whereas, Agent B has a lower count of calls handled compared to the expected volume.
- In such cases, the Supervisor can stay on top of customer calls in real-time with our enhanced monitoring feature available in Live Agents.
- Supervisors can ensure call quality and compliance while they happen, resulting in improved oversight and increased customer satisfaction.
- Additionally, they can provide real-time guidance during customer calls, helping agents deliver exceptional service.