Agent metrics

  1. In a contact center, agent metrics are key performance indicators (KPIs) that help measure and evaluate the performance of the agents.
  2. ​​Regularly monitoring and analyzing these agent metrics can help contact centers identify areas for improvement, optimize their processes, and enhance the overall customer experience. 

Below are the available agent metrics:

  • Leadership board - This provides an overview of the count of calls and chats handled by each agent in the organisation.
  • Active Agents - The total number of available agents.
  • Average Handle Time - This chart shows the average time spent by an agent with a customer. It includes the time the agent spends talking to the customer until wrap up.
  • Transfer Rate - The percentage of conversations that are successfully transferred by the agents.
  • Average Wrap Up Time - The average time taken in the wrap-up section after the conversation is solved. If there is an active integration with the CRM, then this will also include case/ticket creation.
  • Live Agents - This comprises the agents’ name along with the details of the active conversations, customer information, channel, duration, conversation number and monitor, which offers a redirect link for the supervisors to click and monitor the call in real-time.

Example of how this metrics helps:

In the Leadership board, the Supervisor finds that Agent A has successfully handled a high volume of calls + chats, whereas, Agent B has a lower count of calls handled compared to the expected volume.
In such cases, the Supervisor can stay on top of customer calls in real-time with our enhanced monitoring feature available in Live Agents. Supervisors can ensure call quality and compliance while they happen, resulting in improved oversight and increased customer satisfaction. Supervisors can also provide real-time guidance during customer calls, helping agents deliver exceptional service.

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