Agent Performance Report

Definition

An Agent Performance Report in call center software provides a detailed analysis of individual and team-level agent activities and effectiveness. It helps measure productivity, identify strengths and weaknesses, and ensure alignment with organizational goals. These reports are crucial for evaluating agent contributions to customer satisfaction and operational efficiency.

Key Metrics in Agent Performance Reports

• Call Metrics:
  1. Total calls handled (inbound and outbound).
  2. Average handle time (AHT).
  3. First call resolution (FCR).
  4. Abandoned call rates.
• Disposition Analysis: Categorization of call outcomes for better insights into customer interactions.
• Hit Analysis: Measurement of successful customer resolutions or sales conversions.
• Call Quality Scores: Evaluation of agent communication, adherence to protocols, and overall service quality.
• Time Utilization: Breakdown of time spent on productive activities versus idle or wasted time.
• Schedule Adherence: How closely agents follow their assigned schedules.
• Customer Feedback: Ratings or comments from post-interaction surveys (CSAT, NPS).

Features of Performance Reports in Call Center Software

• Real-Time Monitoring: Live updates on agent activity and performance.
• Customizable Dashboards: Tailored views for key metrics relevant to campaigns or teams.
• Historical Data Analysis: Trends over time for long-term performance tracking.
• API Integration: Exportable data for integration with external tools or systems.
• Role-Based Access: Secure access to reports based on user roles.