The Agent Performance Dashboard

The Performance Dashboard offers feedback on your performance, the performance of any queues you work on, and provides real-time information about the number of colleagues you share the work with.

This section explains how to control the Performance Dashboard and the meaning of the various metrics it provides.

This article assumes you are familiar with the layout of the Agent application.

Information in this article is also available in the Buzzeasy Academy video below.

Accessing the dashboard

The dashboard is found at the right hand side of the work area while you are on break or available. If you are busy with a task, you can access the Agent Performance Dashboard through your profile menu.

The agent performance dashboard consists of multiple sections. You access these sections by clicking the tabs at the top of the dashboard.

Performance tab

The performance tab contains 3 sections: My Performance, Teams, Queues. You may collapse any or all sections and your preference will be remembered.

My performance

This shows your your availability breakdown as well as your performance in each media type like Voice, Email, Webchat, etc.

Stats visible for media type performance:

  • Handled - The number of tasks handled today out of the total presented.

  • Average handling time - The average handling time for each type.

Stats visible for your availability:

  • Total time logged in - Duration of time you were logged in today.
  • Available - The total time you were waiting for tasks while being available for them.
  • On break - Duration of all the time in any of the break types.
  • Busy - The total time you have been busy handling tasks.

Teams

This presents the availability of your co-workers in the teams you participate in.

  • Total logged in – The number of agents within a team, including you, that are logged in.
  • Available – The number of agents in idle state, ready to handle conversations.
  • On break – The number of agents in break state.
  • Busy – The number of agents busy with a conversation.

You can hover over the Available, On Break or Busy numbers to see a list of your colleagues with that status. Your administrator may disable this feature.

Queues stats

There are 5 stats displayed for each queue.

  • SLA – The Service Level Agreement is expressed as a percentage.

    It shows the number of tasks that were handled today within the target time of the service level agreement, divided by the total number of items.

    No data is displayed if no tasks have been handled yet today, or if your supervisor configured no SLA for the queue.

  • LWT – This stands for Longest Waiting Time and is expressed as a time duration.

    It shows the longest waiting time among all the conversations currently in the queue for today.

    No data is displayed if no tasks are waiting.

  • Waiting – The number of conversations in the queue waiting to be handled by an Agent.

  • Accepted – The number of tasks accepted by agents in the queue today.

  • Abandoned – The number of tasks that were dropped by customers while they were in the queue for today.

Click the star icon to show the SLA, LWT & Waiting KPIs of the designated queue in the Header Bar at all times. Up to 5 queues can be bookmarked this way.

Waiting Tasks tab

The Waiting Task tab allows you to quickly take a look at the items in the queues assigned to you and your coworkers. These queues can be automatic or manual. If a queue is manual, you can pick one of its waiting tasks to add it to your task list.

Filter this list based on media groups and queue names, as well as the task type: Pickable for items in the manual queues or All items.

Website Visitors

In case you work on webchat channels with Visitor Tracking enabled, then this tab lists all the individual customers who are actively browsing the corporate website on the designated pages.

The tab title contains a numeric icon badge showing the number of separate individual visitors on the configured web pages.

If your Administrators configured multiple pages to track, then you can filter the list of visitors by the web page names.

Click a list item to open a new outbound chat task in your work area and then start an outbound chat discussion with that visitor. You work with this task exactly the same way as if it was an inbound one.

Task History tab

The Task history tab display a list of tasks you dealt with in the past 7 days.

At a glance, you are able to view the customer name, media type, direction and a date-time timestamp of the task.

You can expand any item in the list to view more details such as the email address or phone number of the customer, the Business Unit, Channel, Task Result, Code and any notes you applied.

Data refresh intervals

We refreshed these data every 10 seconds. This might result in variations when comparing multiple different agent application websites in different browser tabs or browser applications. This is perfectly normal as the refresh polling likely started at different times for each.

Therefore, we do not guarantee that all agent performance dashboards, whether in the same browser or different, present the exact same set of data.

Note

The Task History may take up to 10 minutes to present the most recent data.