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Agents Quality vs Productivity (Calls Handled) widget

Agents Quality vs Productivity (Calls Handled) widget

Aug 08, 2013

Category: Quality Management Widgets

Description

Displays the agents' productivity represented by the number of calls handled on a given day. The data is collected from the scorecards, based on the configured filtering options. The widget displays information grouped by agents.

Display methods

Chart

  • Scatter

Table

  • The results are shown in a standard 2D table format.

Filter options

Date Interval

Only calls in the defined date and time interval will be displayed.

  • Current: This option lets you select the entire current (momentary) hour, day, week, month, quarter or year for the query interval.
    The system dynamically calculates the current date and time, every time the widget is displayed.
    E.g. current week on Tuesday at 10:15 AM, will correspond to a date and time interval between Monday 00:00 AM and Sunday 11:59 PM.

  • Last: This option lets you select the entire last hour, day, week, month, quarter or year for the query interval.
    The system dynamically calculates the last date and time, every time the widget is displayed.
    E.g. last week on Tuesday at 10:15 AM, will correspond to a date and time interval between Tuesday 10:15 AM on the week before and Tuesday 10:15 AM (momentary date).

  • Previous: This option lets you select the entire previous calendar hour, day, week, month, quarter or year for the query interval.
    The system dynamically calculates the previous date and time, every time the widget is displayed.
    E.g. previous week on Tuesday at 10:15 AM, will correspond to a date and time interval between Monday 00:00 AM on the week before and Sunday 11:59 PM on the week before.

  • Fixed: This option lets you freely customize a static date and time interval for the query.

Agent

Only evaluations for the selected agent(s) will be displayed

Skill

Only evaluations for the selected skill(s) will be displayed

Groups

Only evaluations for the agent(s) of the selected group(s) will be displayed

Evaluation Project

Only evaluations based on the selected evaluation project(s) will be displayed

Evaluation Form

Only evaluations based on the selected evaluation form(s) will be displayed

Score

Only evaluations matching the overall score criteria will be displayed

Evaluated By

Only evaluations evaluated by the selected supervisor(s) will be displayed

 

Widget sample

v-Agents-Quality-Vs-Productivity-Average-Calls-Handled.png