Navigate the Performance pages
From the OI dashboard (landing page when you log in), click 'Performance' from the pages options along the top of the screen.
You will see three performance page approach options, select 'Show me how' underneath '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. By default, the metric selected will be Average Handle Time.
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.
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.
Use the toggle at the top right hand corner of this chart to view performance by month or week.
Tip:
You can select a single inquiry from the filter options on the Agent Profile page to update the Agent's metrics over time chart to show just performance for a selected inquiry.