The performance insights page in OI has three different approaches you can take to understand performance for your contact center.
Approach one: view performance by customer inquiry type
All inquiries performance by effort and metric
This chart shows a breakdown of your top customer inquiries by the amount of hours spent handling each one.
The larger the box on this chart, the more time your team is spending on the inquiry.
The darker the color of the box indicates a higher score for the metric selected.
Apply filters
Select the date range you are interested in viewing data for using the brush chart at the top of the page
Using the filters in the left hand side menu select the options you are interested in understanding performance for - all are optional:
Model
Queue
Organization structure (example: site, department or team)
Metric (example: handle time, resolution, sentiment)
Agents (use if you are interested in viewing data for only one or a few agents)
See more information about using filters in OI here.
Click into an inquiry you are interested in viewing performance for.
Single inquiry performance
This chart lists the agents in your organization in order of performance for the inquiry and metric you have selected.
You can use the toggle at the top right hand corner of this chart to view performance by team or site/department (toggle will vary based on your organization's structure).
Use filters to change the metric if desired.
Click on the bar for an agent to view the agent’s performance profile.
Agent profile
This page will show you a detailed breakdown of performance for the selected agent.
Agent performance overall
The first panel on the agent profile page shows you the selected agent’s performance compared to all agents in your organization for the selected date range.
Click on any of the metrics displayed to view the performance for any other metric available.
Volume handled by agent
This chart shows you the inquiries handled by the selected agent in the selected date range in order of volume.
Click on an inquiry in the agent performance by volume chart to add a second tab to the top performance panel showing performance for the selected inquiry.
Agent's metrics over time
This chart shows how the selected agents' performance is tracking over time.
You can use the toggle at the top right hand corner of this chart to view performance by month or week.
Click on the metrics for the right Y: axis to change the metric being tracked.
You can select up to two metrics at a time.
Inquiry impact on metric
This chart shows the impact an interaction type (inquiry) has on driving up or down performance metrics for the selected agent. You could think of this as showing what the average performance for this agent would be if this demand driver didn't exist.
To use:
Select a metric you want to focus on (default is Average Handle Time, you can change this using the metrics filter)
The chart will show the inquiries most impacting this metric, factoring in performance and the volume of the inquiry handled by the agent.
Note: if you have any inquiry filters applied, only those included in the filter will show on this chart.
Example
In the screenshot shown below, the metric selected is Average Handle Time (AHT) and the tooltip shows stats for the inquiry "Order tracking issue":
Handle time for this inquiry: 936 seconds
Handle time for all inquiries: 708 seconds
Impact of this inquiry on Avg Handle time: +10.51 seconds
This inquiry has an AHT 228 seconds higher than the agent's overall AHT. Considering the proportion of interactions handled by this agent which have this classification, this inquiry alone increases the agent's overall AHT by 10.51 seconds.
In other words: this would be a great call type to focus on for coaching or technical training. If the agent could bring down their AHT for this inquiry alone, this could really help reduce their overall AHT.
Approach two: View performance across all agents
Agent performance by metric
This chart shows a list of all agents in your organization ranked by performance for the selected metric.
Hover over a bar to view more information about particular agent, including:
Their score for the selected metric
Their ranking for the selected metric across all agents
The volume of interactions handled by the agent which have been analyzed in OI
Apply filters
Select the date range you are interested in viewing data for using the brush chart at the top of the page
Using the filters in the left hand side menu select the options you are interested in understanding performance for - all are optional:
Model
Queue
Organization structure (example: site, department or team)
Metric (example: handle time, resolution, sentiment)
Agents (use if you are interested in viewing data for only one or a few agents)
Root cause
Inquiry
See more information about using filters in OI here.
Click on an agent to view their agent profile page.
Agent profile
This page will show you a detailed breakdown of performance for the selected agent.
Agent performance overall
The first panel on the agent profile page shows you the selected agent’s performance compared to all agents in your organization for the selected date range.
Click on any of the metrics displayed to view the performance for any other metric available.
Volume handled by agent
This chart shows you the inquiries handled by the selected agent in the selected date range in order of volume.
Click on an inquiry in the agent performance by volume chart to add a second tab to the top performance panel showing performance for the selected inquiry.
Agent's metrics over time
This chart shows how the selected agents' performance is tracking over time.
You can use the toggle at the top right hand corner of this chart to view performance by month or week.
Click on the metrics for the right Y: axis to change the metric being tracked.
You can select up to two metrics at a time.
Inquiry impact on metric
This chart shows the impact an interaction type (inquiry) has on driving up or down performance metrics for the selected agent. You could think of this as showing what the average performance for this agent would be if this demand driver didn't exist.
To use:
Select a metric you want to focus on (default is Average Handle Time, you can change this using the metrics filter)
The chart will show the inquiries most impacting this metric, factoring in performance and the volume of the inquiry handled by the agent.
Note: if you have any inquiry filters applied, only those included in the filter will show on this chart.
Example
In the screenshot shown below, the metric selected is Average Handle Time (AHT) and the tooltip shows stats for the inquiry "Order tracking issue":
Handle time for this inquiry: 936 seconds
Handle time for all inquiries: 708 seconds
Impact of this inquiry on Avg Handle time: +10.51 seconds
This inquiry has an AHT 228 seconds higher than the agent's overall AHT. Considering the proportion of interactions handled by this agent which have this classification, this inquiry alone increases the agent's overall AHT by 10.51 seconds.
In other words: this would be a great call type to focus on for coaching or technical training. If the agent could bring down their AHT for this inquiry alone, this could really help reduce their overall AHT.
Approach three: View performance by which root cause takes up the most time for your agents
Root cause opportunity by effort and metric
This chart shows a breakdown of your top root causes of customer contact by the amount of hours spent handling each one, split by site (or department depending on your organization structure).
The larger the box on this chart, the more time your team is spending handling interactions within the root cause.
The darker the color of the box indicates a higher score for the metric selected.
Hover over a box to view more information about particular root cause, including:
The effort in hours spent handling inquiries within the root cause
The score for the selected metric for the particular root cause
The cumulative hours spent handling this root cause across the organization
Use the toggle in the top right corner of this chart to switch between site and team.
Apply filters
Select the date range you are interested in viewing data for using the brush chart at the top of the page
Using the filters in the left hand side menu select the options you are interested in understanding performance for - all are optional:
Model
Queue
Organization structure (example: site, department or team)
Metric (example: handle time, resolution, sentiment)
Agents (use if you are interested in viewing data for only one or a few agents)
Root cause
Inquiry
See more information about using filters in OI here.
Overall performance for the selected site (or team) by root cause
This chart shows the list of inquiries which sit within the selected root cause ranking according to the selected metric for the selected site or team.
Click on a particular inquiry to view performance by team for the selected inquiry ranked by the chosen metric.
Click on a team to view a list of agents assigned to the team ranked by performance for the selected inquiry.
Click on any agent to view that agent’s performance profile page.
Agent profile
This page will show you a detailed breakdown of performance for the selected agent.
Agent performance overall
The first panel on the agent profile page shows you the selected agent’s performance compared to all agents in your organization for the selected date range.
Click on any of the metrics displayed to view the performance for any other metric available.
Volume handled by agent
This chart shows you the inquiries handled by the selected agent in the selected date range in order of volume.
Click on an inquiry in the agent performance by volume chart to add a second tab to the top performance panel showing performance for the selected inquiry.
Agent's metrics over time
This chart shows how the selected agents' performance is tracking over time.
You can use the toggle at the top right hand corner of this chart to view performance by month or week.
Click on the metrics for the right Y: axis to change the metric being tracked.
You can select up to two metrics at a time.
Inquiry impact on metric
This chart shows the impact an interaction type (inquiry) has on driving up or down performance metrics for the selected agent. You could think of this as showing what the average performance for this agent would be if this demand driver didn't exist.
To use:
Select a metric you want to focus on (default is Average Handle Time, you can change this using the metrics filter)
The chart will show the inquiries most impacting this metric, factoring in performance and the volume of the inquiry handled by the agent.
Note: if you have any inquiry filters applied, only those included in the filter will show on this chart.
Example
In the screenshot shown below, the metric selected is Average Handle Time (AHT) and the tooltip shows stats for the inquiry "Order tracking issue":
Handle time for this inquiry: 936 seconds
Handle time for all inquiries: 708 seconds
Impact of this inquiry on Avg Handle time: +10.51 seconds
This inquiry has an AHT 228 seconds higher than the agent's overall AHT. Considering the proportion of interactions handled by this agent which have this classification, this inquiry alone increases the agent's overall AHT by 10.51 seconds.
In other words: this would be a great call type to focus on for coaching or technical training. If the agent could bring down their AHT for this inquiry alone, this could really help reduce their overall AHT.