This report evaluates individual agent performance based on the average statistics of the contact center for various metrics in both inbound and outbound online calls.
It provides a comparative analysis of individual agent performance against the center's overall averages.
Supervisors in the contact centers will find this report useful to calculate an agent's productivity percentage for regular performance reviews with the agents. It provides an assessment of each agent's output relative to their workload.
Instructions on how to generate it are available by clicking here.
Updated 3 months ago