The agent profile page is designed for contact center agents who handle interactions with customers to track their own performance by interaction type (Inquiry).
Note: When you first log into OI as an agent, if you receive an error message saying you don't have a linked agent profile (see example below), you will need an OI admin user to link your profile to an agent ID following the process explained in this article.
Date range selector
The date range selector along the top of the page will default to showing you data for the most recent three months of available data. You can use this bar to change the date range of data displayed. For more detailed information on the date range selector, click here.
Agent performance overall
The first panel on the agent profile page shows your 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.
Definitions for metrics used in OI can be found on the Operative Intelligence Definitions page.
Select a model
If your organization has insights provided for multiple departments, skills or channels, you will be able to select the ‘Model’ to view data for.
To filter by model, click on the cube icon from the side menu on the left of the screen.
The model filter will allow you to select data for any models which there are interactions you have handled available for within OI.
Filter by Inquiry
Select the Filters icon on the left hand panel on the page. You can use the filter functionality to filter insights by inquiry.
Select one or up to 5 inquiries to filter the data displayed by.
Tip: Use the search bar to search for keywords within the list of inquiries.
Volume handled by inquiry
This chart shows you the inquiries handled by you in the selected date range in order of volume.
Click on an inquiry in the volume handled chart to add a second tab to the top panel (Performance overall) showing performance for the selected inquiry.
Metrics over time
This chart shows how your 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.
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.
Tip: Use the filters to select an inquiry to view metrics over time for that particular inquiry.
Inquiry impact on metric
This chart shows the impact an interaction type (inquiry) has on driving up or down your performance metrics. You could think of this as showing what your average performance 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.
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.
