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.