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When turned on, Performance Tiles modify the SharpenQ dashboard (the screen agents see when they aren’t on an interaction) to display three, agent-controllable performance metrics defined here on the User Group Page. 

When you need to view all performance management data (e.g. in the example above, an agent wants to see who is ahead of them in Active Contact Resolution), you’ll need to head to the Performance Management Datasource in Insights.

Data Dictionary for the Performance Management Datasource

Avg. Talk Time

  • The avg. length of talk time for all interactions over the specified TimeFrame

    • AVG(TalkTime) when commType equals “InboundCall” [Timeframe]

      • E.g. Avg. Talk Time = 1:59 (last 7 days)

Avg. Wrap Up Time

  • The avg. length of time agents are in a WrapUp state for all interactions in a specified TimeFrame

    • AVG(WrapUpTime) when commType equals “InboundCall”  : [Timeframe]

      • E.g. Avg. Wrap Up Time = 0:28 (last 7 days)

Avg. Agent Hold Time

  • The avg. length of time agents are actively putting customers on hold after answering the interaction.

    • AVG(AgentHoldTime) when commType equals “InboundCall” : [Timeframe]

      • E.g. Avg. Agent Hold Time = 0:25 (last 7 days)

Avg. Handle Time

  • The avg. HandleTime (TalkTime + WrapUp Time + Agent Hold Time) for all interactions in a specified TimeFrame.

    • AVG((TalkTime >10 seconds)+WrapUpTime+AgentHoldTime) when commType equals “InboundCall” : [Timeframe]

      • E.g. Avg. AHT = 2:52 (last 7 days)

% of Calls Transferred

  • Looking at the total percentage of interactions that contain a transfer

    • (Count(Transfer=1) / Count(Total Interactions)) when commType equals “InboundCall” : [Timeframe]

      • E.g. 47% of interactions are transferred (last 7 days)

Active Call Resolution % (1 Day)

  • Percentage of agent calls require a customer callback within 1 day (24 hours)

    • Calculation every day @ specific time for the previous 24-48 hours w/ a smaller pool of data: 

      • Agent name not equal to NULL AND HandleTime greater than 10 seconds

      • Previous 24 hours (based on EndTime) 

      • Looking for ANIs that show up more than once (Count greater than 1)

        • If equal to 1 = (1) ACR

        • If greater than 1 = (0) Not ACR

    • By default, all calls are marked as “true” for ACR unless another call is received in the specified timeframe. 

Active Call Resolution % (3 Days)

  • Percentage of agent calls require a customer callback within 1 day (72 hours)

    • Calculation every day @ specific time for the previous 24-48 hours w/ a smaller pool of data: 

      • Agent name not equal to NULL AND HandleTime greater than 10 seconds

      • Previous 72 hours (based on EndTime) 

      • Looking for ANIs that show up more than once (Count greater than 1)

        • If equal to 1 = (1) ACR

        • If greater than 1 = (0) Not ACR

    • By default, all calls are marked as “true” for ACR unless another call is received in the specified timeframe.

Active Call Resolution % (7 Days)

  • Percentage of agent calls require a customer callback within 1 day (168 hours)

    • Calculation every day @ specific time for the previous 24-48 hours w/ a smaller pool of data: 

      • Agent name not equal to NULL AND HandleTime greater than 10 seconds

      • Previous 168 hours (based on EndTime) 

      • Looking for ANIs that show up more than once (Count greater than 1)

        • If equal to 1 = (1) ACR

        • If greater than 1 = (0) Not ACR

    • By default, all calls are marked as “true” for ACR unless another call is received in the specified timeframe.

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