Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- 1 Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Agent Dashboard Metrics
Most of the metrics available for display in the agent dashboard are also available via the real-time metric views of the supervisor’s desktops. You can find detailed description of those metrics in the ServicePattern Supervisor Guide. The few metrics that are specific to the agent dashboard are explained in the table below. For general dashboard configuration settings, see section Teams.
Unless specifically noted otherwise with respect to a particular metric, all metrics below are calculated since the reset time.
| Metric | Description |
|---|---|
| Service name | Name of the service that this metric is related to. Display of the service name is helpful if you intend to show any service-level metrics to the agents of this team and if this team provides multiple services.
Note that due to a limited space allocated for the metrics on the Agent Desktop, if the given team provides multiple services, metrics related to those services will be displayed for one service at a time. |
| My Success Rate | Percentage of interactions handled by the agent with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by this agent. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab. |
| My Team Success Rate | Percentage of interactions handled by all agents of the given team with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by those agents. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab. |
| Call handling rate per hour | The total number of interactions of the given service handled in the last hour. This metric is not counted for email services. |
| Dispositions | Number of interactions handled by the agent for the given service with the selected disposition. For more information about dispositions, see section Services and Campaigns - Dispositions tab.
Select the desired service from the drop-down menu on the left, and then select the desired disposition from the menu on the right. To display the total number of interactions for the given service that the agent completed with any disposition, select the Show total dispositioned calls checkbox. |