Introduction
This module will guide you through navigating the agent login pages, understanding performance metrics, and building and tracking coaching plans within OI.
Agent Dashboard Overview
What is the Agent Dashboard, and what do these metrics mean? Understanding the insights provided by the Agent Dashboard and the metrics displayed is key to making informed decisions.
Agents log into OI to view performance data and create coaching plans to track improvement. Performance is measured by several metrics but by default OI will display Agent Effectiveness, which is calculated based on:
Average Handle Time (AHT)
Predicted Satisfaction
Predicted Resolution
Agent Effectiveness is a key insight for looking at your performance since it looks at the calculation of AHT, Predicted Satisfaction and Predicted Resolution. Read more about Agent Effectiveness here.
A lower Agent Effectiveness score indicates better performance.
Viewing Your Performance
By default, the dashboard displays data from the past 3 months.
Metrics include:
Top-performing inquiries (help lower your score)
Inquiries needing improvement (increase your score)
Overall performance (view and filter across different time ranges)
Performance Ratings
Great: Top quartile of performers
Good: Middle two quartiles (near average)
Needs Work: Bottom quartile
1. Getting Started with Agent Dashboard
Now that you're familiar with basic dashboard metrics, let’s customize your dashboard to fit your needs.
Select a Model
Select a model by clicking on the desired option at the top of the Dashboard page. If you manage multiple channels (e.g., voice and chat), you can switch between them as needed.
2. Explore Performance Data
Top performing inquiries: Showcases the inquiries that contribute most positively to your score.
Inquiries to work on: Displays the inquiries affecting your score negatively.
Overall performance: Allows sorting by different metrics, such as handle time or resolution rate.
It's important to understand both where you excel—through Top Performing Inquiries—and where there's room for improvement—under Inquiries to Work On. Click Inquiries to Work On tab to view those areas.
To see details for a specific inquiry, click ‘View details’ to analyze how your performance compares to team averages and top-performing agents.
3. Explore Your Performance Across All Inquiries
Want to see your overall performance beyond just your top and bottom inquiries?
This section of the Agent Performance page provides insights into your performance across all main OI metrics, including:
Agent Effectiveness Score
Average Handle Time
Average Predicted Resolution
Average Predicted Satisfaction
By default, this section displays your performance over the past three months. You can customize the date range or quickly switch to view data from the past month, week, or last 24 hours. Keep in mind that, depending on your CCaaS provider or integration, there may be a delay in the availability of the most recent data.
Initially, inquiries are ranked by the volume you’ve handled - top line view "All Inquiries".
To refine your view, you can click on any metric to sort by performance, either high-to-low or low-to-high.
Note: For email channels, Predicted Resolution and Predicted Satisfaction metrics are not available. Since these predictions rely on the inbound portion of interactions for classification, they can't be reliably determined for emails.
Interested in reviewing recent transactions for those inquiries? In the next section, you can drill down to that level and access the 20 most recent interactions.
Click "Expand Details" to view interactions scored by Effectiveness, AHT, Resolution, and Satisfaction. You can also review the associated transcript for deeper insights into that inquiry.
4. View Details for an Inquiry
From the Top Performing Inquiries or Inquiries to Work On section, click "View Details" to access deeper insights into your performance for a specific inquiry.
You'll see a detailed breakdown of your performance across key metrics, along with OI’s recommendation on which metric to focus on to improve your effectiveness for that inquiry.
Each metric includes a performance indicator showing how you compare to other agents:
Great – You are in the top quartile of performers for this inquiry.
Good – You are in the middle two quartiles, meaning your performance is close to the average.
Needs Work – You are in the bottom quartile for this inquiry, indicating room for improvement.
Click "Show More Details" to see how your performance compares to both your team average and the top-performing agent for that inquiry.
You can also explore recent interactions you've handled for this inquiry type.
To dive deeper into a specific interaction, click the expand icon to the right of the interaction to reveal additional details.
The Agent Dashboard gives you a clear view of your performance, showing where you're doing well and where you can improve. With detailed metrics, rankings, and recent interactions, you have everything you need to track your progress. Use these insights to fine-tune your approach, improve your conversations, and keep growing in your role!
In the next training module, Creating and Tracking Your Coaching Plan, we'll explore how to turn these insights into actionable steps for improvement.