Standard Dashboards: Last Week Agent Insights

“What should I look for?”

• Compare each individual agent’s interaction time to their pause time for each day of the previous week. Also look for which pause reasons are taking up the most of your agents’ time.

“How often should I check this dashboard?”

• This dashboard contains data from the previous week, so we recommend checking the reports weekly.

“What do I do with the information?” (suggested actions or filters)

• Hold agents accountable for the amount of time they spend on pause, and also make sure they are accurately documenting each pause (custom pause reason will appear as ‘Other (grouped)’ in the graph). We recommend setting target metrics for pause vs. interaction time ratio (e.g. each agent’s interaction to pause ratio should be 3:1)