Agent FAQs

Q: How often should I login to OI?

A: For the best results, we suggest creating a coaching plan for a 30 day time frame and then logging into OI weekly to check your progress. You can also access OI when having coaching conversations throughout the month with your leader or coach. This regular engagement with OI will best support you in meeting your goals. 

Q: How are interactions classified?

A: Interactions are classified by a team based in Australia that review samples of your historical transcripts using your customer’s stated reason for contacting your business. 

Q: How is Handle Time calculated? 

A: We take the entire time an interaction takes from the moment the agent is connected. This includes talk time, hold time and after call work. 

Q: What do the colours mean in the rainbow and the chips on my Agent Dashboard?

A: Easy as, see below! 

• Green: Top 25%
• Yellow: Middle 50%
• Red: Bottom 25%

Q: How are my top and bottom Inquiries calculated? 

A: This is based solely on your own performance. So out of all the inquiry types you take interactions for - they are your top and bottom three based on your own agent effectiveness. We only show you where you sit compared to the rest of the contact center and the top agent, so that you understand where you are doing well and where you can improve. 

Q: Can I find out who the top performer for each Inquiry is? 

A: No, we keep that anonymous by design. If you’d like to observe a high performer to help with your own learning and development, let your leader know.

Q: How can I increase my Predicted Satisfaction metric?

A: As you know, OI measures predicted satisfaction through the words the customer uses during an interaction. Therefore, as an agent - you can directly influence the predicted satisfaction score by managing the customer’s experience and using positive language.Your goal should be to guide the interaction in a way that encourages positive customer expressions while reducing frustration or negativity.

By focusing on positive language, active problem-solving, and a warm approach, you can increase the likelihood of customers expressing satisfaction, which will boost your Predicted Satisfaction score.

Q: I’m worried about my Predicted Resolution metric, can you help me understand it deeper?

A: Sure - this is a common question! While some factors affecting resolution are beyond your control, your predicted resolution rate is assessed objectively using the same criteria for all agents handling the same inquiries as you. This means that your resolution rate is compared against the average for your peers, providing a fair and balanced assessment. 

If your resolution is showing as being low for an inquiry in your dashboard, it means that out of everyone taking the same type of inquiry - that your predicted resolution is lower on average and has room for improvement. 

Q: How can I increase my Predicted Resolution metric?

A: When resolution is in your control, these are our top tips:

• Proactively confirm resolution during the call
• Minimise the need for callbacks where possible
• Fully resolve the inquiry during the interaction where possible
• Confirm the next steps clearly
• Highlight self service options were possible 

Q: How do I pick the best Inquiry type for my coaching plan?

A: There are a couple of ways to slice this. First, take a look at your 3 inquiries for improvement on the dashboard. Check how much the total volume is - if it is less than 20% total volume, then maybe you would like to focus in on an inquiry with higher volume. To do this, scroll down to the table with all inquiries, and this will be sorted by highest volume for you already. Choose an inquiry toward the top of this table where your metric is in the red or yellow, and set a goal to move it to the yellow or green. 

Choosing a higher volume inquiry type will help you see results fast and help you better embed strategies for improving performance. 

Q: Can I edit a coaching plan once I have completed it? 

A: No, but if you make any mistakes you can delete the original and make a new one!

Q: Can I create a coaching plan without my leader? 

A: You sure can! However, we’d suggest checking with your leader first to let them know. Remember that the Agent Dashboard was designed for YOU, so we highly recommend using it to your advantage. 

Q: Can I have more than one active coaching plan at a time? 

A: Absolutely! If you feel confident in improving your performance across multiple coaching plans - we say go for it!

Q: I just created a coaching plan and have hit my goal right away, what do I do now? 

A: Great question! This just means that you have taken an interaction right away and hit your goal. This is great news and shows that you’re capable of achieving the goal you set for yourself. Now the key is to maintain that performance across the duration of your coaching plan and beyond.

Q: What happens when my coaching plan finishes?

A: It moves from ‘In Progress’ to ‘Completed’ in both yours and your leader’s dashboards. You and your leader can both review the final results and work through next steps and actions for your next coaching plan.