Agent Performance Report

Updated: May 28, 2024

The Agent Performance report shows stats from daily agent activity. It provides a snapshot showing how agents are using the system. Not only does it collect data from today, it also archives data which allows you to broaden the report's date range.

Go to: Reports > Agent Performance

Chart Section

Every report under Reports > Performance Reports displays a visual representation of daily stats. The chart is based on three data options and, by default, the data options are call stats. These options can be changed by selecting other data stats from the drop down menus.

The chart style provides two options: "Line Chart" and "Bar Chart." These chart styles can be changed by clicking on the "Chart Style" drop down menu and selecting a chart style.



Filter and Table Section

The next section provides the report's filtering and table editing features. By default, when first entering any of the performance reports, they are filtered by Date Range=Today. Keep in mind, this filter affects the reporting stats in the table columns below the filter and the chart above.



Templates. Templates are visual arrangements that can be created to quickly view specific information. Click the + icon beside the "Template" drop down menu to begin creating a new template. After clicking the + icon, a pop up window will require creating a name for the template, then click Save.

Date Range. This feature provides the ability to view the report from different date ranges. By default the report is set to "Today." Click the "Date Range" drop down menu to select other pre-defined date ranges. Click on Custom to select a specific date/time range.

Team. This feature provides the ability to select and view the report based on a team. Click the "Team" drop down menu to select a team.

Edit Table. This allows for table customization by adding and/or removing columns from the report. To remove a column, simply click the X next to the name. To add a column, select the Columns drop-down menu, select a column, and click + Add Column. When changes have been made, click Save to apply.

After creating the template, the template remains selected. To customize the template, click Edit Table to open the "Edit Table" window. From here, columns can be added, removed, and/or rearranged. Click the "Columns" drop down menu to view any columns you may want to add to the template. Check one or more columns from the menu and click + Add Columns to apply.

Within the "Edit Table" window, under "Organize Table Columns," the first two columns have a Lock Column check at the end of the row. When these options are enabled, they lock the columns in place so that scrolling horizontally on the report page won't move them from their position. This helps to view the report in context.

Click Save to apply.

After the template has been created, it can be selected at any time by selecting it when entering the Agent Performance page.

Reset Table. To reset the report from a template or column arrangement, click Reset Table to display the report's default view.

Table Columns Section



The horizontal table columns display the reporting that's available for this page. As mentioned, templates, date ranges, teams, and table edits are essential for displaying relevant information.

The bottom section rows of the report shows activity stats from all agents. As stats becomes available, the row of agents rearrange to display agents with more stats further up within the table. For example, if agent A has a call and agent B has two calls, then agent B will be listed on the first row. However, if agent C has three calls, then this agent will be listed on the first row. As data is collected, this arrangement changes periodically.

Export to CSV

Lastly, our platform provides the ability to export and download this data as a spreadsheet.

Conclusion

The Agent Performance report makes it easy to oversee agent activity. While this page is not in real-time, refreshing the page provides the most recent data if new stats have been compiled. With it's filtering options, this page can help managers draw the necessary information and assess agent productivity as the day progresses.