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Agent Dashboard overview

Laura
Updated

This article covers basic navigation and features found on the Agent dashboard


Upon logging in you'll land on the Agent Dashboard

The Agent dashboard provides real time performance stats at your fingertips. Your dashboard helps you drive better customer experiences. The dashboard is broken up into the following panels:

From the top you'll see your details, options, features and some quick links:

  1. Dark/Light Mode (hover on OI)
  2. Your Name & Team*
  3. Model Select*

*Please reach out to your team manager if your details are incorrect in the portal.
  1. OI University Courses
  2. Support
  3. Profile*
  4. Build a coaching plan
  5. View all coaching plans

'Top performing inquiries' by Agent Effectiveness:

Key Information about these graphs:

  • 'Top Agent' is the best score in the contact center.
  • 'Team' is the contact center average.
  • 'You' represents your performance.
  • If 'You' and 'Top Agent' match, it's likely you're the top agent, but this is never disclosed.

Click here to learn more about Agent Effectiveness

 

  • A lower score indicates higher efficiency.
  • Data represents the past rolling 3 months.
  • Your workload (Volume Handled) is factored in to identify high impact inquiries.

Next, we'll click into 'Inquiries to work on':

Inquiries to work on are in order of priority from left to right.

Click on to view inquiry metrics and track performance:

  • Click 'Let's build a coaching plan' to create a coaching plan for the inquiry you're viewing.
  • Click 'Show details' to view the graphs from the previous page.
  • Explore your last 20 interactions for this inquiry within the last rolling quarter.
    • Change the date range to a custom period, or choose the past month, week or 24 hours.
  • Expand the interactions to view the transcript and the source ID, which can be used for coaching.

Navigate back to the dashboard by clicking 'OI' in the top left hand corner, or 'My Profile'.

Continuing down, you'll find 'Metrics by inquiry':

  1. Defaulted to a rolling quarter, dates can be adjusted to a month, week, or past 24 hours.
  2. The total amount of interactions you've taken within the selected time period.
  3. Inquiries are sorted by volume, but you can sort by each metric's average:

Agent Effectiveness

Handle Time

Predicted Resolution

Predicted Satisfaction
  1. The score for each metric is shown in color-coded "jelly beans" to indicate your relative performance within your contact center. The colors represent the following:
  • Green: Top 25%
  • Yellow: Middle 50%
  • Red: Bottom 25%

Lastly, your 'Recent interactions':

This is a near real-time list, generally updating within 30 minutes of your last call, chat or email.

  1. Expand the interaction row to view your metrics, source ID and the transcript.
  2. Click 'Expand details' to view all interactions and their details.
  3. Track interactions that are monitored by 'coaching in progress'.

For more information visit our training courses @ OI University

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