Engage Voice | Historical dashboards: Agent Conduct
Last updated on April 19, 2022
The Engage platform provides several dashboards organized by categories that provide data on current information. Most of the reports used in dashboards can be found in the Standard folder of Historical reports. Learn more.
Note: Dashboards and reports that reference digital data are reserved for future use.
Helpful hint!
Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.
The Agent Conduct dashboard provides the overall call center health and demonstrates any misbehavior of agent operations in handling interactions. This dashboard helps identify if there is a high number of rejected interactions, excessive hold and wrap-up times, and shorter than usual talk time with customers.
The dashboard monitors a number of assigned, connected, short, and rejected interactions, as well as average hold, talk, wrap-up, and handle times and compares agent results with agent group and overall (average) call center results. It also tracks a trend of the Acceptance Rate KPI as the percentage of accepted interactions out of all offered interactions by that agent over the reported period.
Under the Agent Conduct dashboard are several sections, namely, Call Handling KPIs, Calls Volume & Wait Times and Ring No Answer Calls Distribution, Agent Handle Time, and Agent Conduct Details.
Call Handling KPIs
The Call Handling KPIs section contain the following KPIs related to agent conduct:
- Acceptance Rate: Percentage of acceptance rate of segments.
- RNA Rate: Number of interactions ringing at agent phone, but not answered by the agent (Ring No Answer), as a percentage of all interactions assigned to that agent.
- Short Calls Rate: Percentage of calls with talk time shorter than 10 seconds.
- Avg Handle Time: Average time it took an agent to handle the call.
- Avg Ring Time: Average time ringing per segment.
Calls Volume & Wait Times and Ring No Answer Calls Distribution
This section contains two reports.
Calls, Ring Time, Queue Time and RNA Time
A combo chart that shows the sum of the ring, RNA, and queue times in separate columns (left axis), with a line chart plotting the total number of calls (right axis) over a period of time.
RNA by Agent
This bar chart tracks the RNA count for each agent. Click on a bar in this chart to drill into a detailed report (Ring No Answer Call Details report) covering all Ring No Answer calls that were associated with a particular agent.
Agent Handle Time
This section contains three reports.
Top 10 Agent Handle Time vs All Agents
A combo chart that tracks the average handle time (bar, left axis) and the overall average handle time (line, right axis) for the top 10 agents.
Agent Handle Time Analysis
Bubble chart that shows the correlation between Avg Talk Time (x-axis) and Avg Wrap Time (y-axis), taking into account the interaction volume (segments in measure, bubble size) by agent (view by).
Agent Handle Time in Group
Shows the individual average handle time for each agent, as well as the average handle time per agent group.
Agent Conduct Details
This section has only one report, Agent Conduct Report.
This report contains information on agent and product details:
- Agent Group
- Agent Team
- Agent Full Name
- Product Group
- Product
- Agent Assigned
- Agent Connected
It also contains data on agent conduct:
- RNA
- Short Calls
- Acceptance Rate
- RNA Rate
- Short Calls Rate
- Avg Talk Time
- Avg Wrap Time
- Avg Handle Time
- Avg Hold Time
- Avg Ring Time
Learn more about these metrics here.
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