Agents frequently encounter the issue of lacking visibility into their performance metrics or targets. They are often unaware of the number of calls they have handled, the number of calls evaluated, or the criteria used for evaluation. This dearth of insight makes it challenging for agents to gauge their performance and identify areas requiring improvement. Furthermore, there is currently no established method for them to express concerns about the scores assigned to their calls by auditors.
They face a significant hurdle in not having access to their own performance metrics and targets. They are left in the dark regarding the number of calls they have taken and evaluated, as well as the evaluation criteria employed. Consequently, they struggle to comprehend their own performance and identify specific areas that require enhancement. Additionally, the absence of a mechanism to raise concerns about the evaluation scores assigned by auditors further exacerbates the issue.
The inadequate visibility into performance metrics and targets pose a persistent challenge for them. They lack information on the volume of calls they have handled, the extent to which calls have been evaluated, and the evaluation process itself. As a result, they find it arduous to assess their performance and determine the precise areas that necessitate improvement. Moreover, the absence of a platform for them to voice their concerns regarding the assigned scores compounds the problem, hindering their ability to address potential discrepancies effectively.
The dashboard has been specifically crafted to assist them in monitoring their performance metrics effectively. The dashboard serves as a comprehensive tool, offering them insightful overview of various crucial parameters. These parameters encompass total call volume, the number of calls evaluated, target score, average score, and average handling time (AHT). By having access to this information, they can gain a clear understanding of their performance and make informed decisions about areas that require improvement.
One noteworthy feature of the dashboard is the inclusion of Relative Ranking. This feature enables them to gauge their performance in relation to their peers. By comparing their performance against others, they can assess where they stand and strive to excel in their roles. Additionally, the dashboard provides valuable insights into trends associated with average scores and parameter-wise scores. This valuable information empowers them to conduct a thorough analysis of their overall performance, allowing them to identify patterns, areas of strength, and areas that need attention.
The dashboard also plays a crucial role in enabling them to actively monitor their performance metrics. The comprehensive dashboard furnishes agents with essential information such as total call count, evaluated calls count, target score, average score, and AHT. This wealth of data equips them with the necessary tools to evaluate their performance accurately and effectively. Additionally, the Relative Ranking feature offers them the opportunity to benchmark their performance against their peers, facilitating healthy competition and personal growth. Moreover, the dashboard’s ability to present trends related to average scores and parameter-wise scores empowers them to conduct a thorough analysis of their overall performance, thus enabling them to make data-driven decisions for further improvement.
Key Features of Mihup Interaction Analytics
The Agent Dashboard Design provides them with a comprehensive view of their performance metrics through various segments. The dashboard allows easy scrolling to access key components, enhancing the user experience (UX).
Key Performance Metrics
In the Key Performance Metrics section, they can quickly review essential metrics that reflect their performance, such as total calls, calls evaluated, target score, average score, and average handling time (AHT). This enables them to assess their performance at a glance and identify areas that need attention.
- Total Calls: This parameter displays the total number of calls an agent has handled within a specified period. It helps them monitor their workload and ensure they meet their call volume targets. By mapping the agent ID, we can provide an accurate count of the calls attended by the agent.
- Calls Evaluated: This metric represents the count of calls that have been evaluated by auditors out of the total calls handled by the agent. It is essential to note that the number of evaluated calls will always be less than the total calls. The system should be designed to map the agent ID in the list of evaluated calls and provide the count of evaluated calls per agent.
- Target Score: The target score is a configurable parameter that allows administrators or team leads to set performance targets for agents. This parameter reflects the score an agent needs to achieve on their evaluated calls to meet the specified targets.
- Average Score: The average score parameter shows the average performance score of an agent based on their evaluated calls. It requires the application of a basic mathematical average formula to calculate the average score per agent.
- AHT (Average Handling Time): AHT represents the average handling time per agent, indicating the average duration it takes for an agent to handle a call from start to finish.
- Delayed Start: This parameter indicates the count of calls where a delayed start is detected. In the case of mono calls (calls involving only one participant), a remark of “N/A” should be provided.
- Dead Air Count: Dead Air Count refers to the number of calls where instances of dead air are detected more than once. Similarly, in the case of mono calls, a remark of “N/A” should be added.
- Perfect Score: This parameter signifies the count of calls in which the agent has achieved a score of 100%, indicating flawless performance.
- 5-star Calls: This parameter represents the count of calls where the agent has received a perfect 5-star rating, indicating exceptional performance.
- Last 7 days: This metric reflects the streak of missed occasions within the last seven days. If an agent has missed no more than five occasions out of seven, the remark “Awesome – Keep up” should be displayed.
- Filters for Key Performance Metrics: Agents have the flexibility to apply various filters, such as date range, dead air count range, and score range, to obtain specific parameter values for analysis and evaluation.
The Call Analytics window provides agents with detailed insights into the calls they have attended, along with their average score displayed prominently
The report within the window consists of various components:
- Call Attended by the Agents: This section lists the Call IDs of the calls attended by agents.
- Action: Agents can perform actions such as reviewing the call score or raising a dispute. By clicking on “View Call/Raise Dispute,” agents initiate another journey where they can review the call details and take appropriate actions. They can raise a dispute if they find the scores unsatisfactory or simply leave comments.
- Grade: The grade assigned to the agent based on the score falls within a range set by the admin to evaluate agent performance.
- Stars: This column displays the number of stars the agent has scored for that particular call, on a scale of 5.
- Remark: The remark column provides an overall comment or feedback from the auditor regarding the call.
- QA Form: This column specifies the name of the QA form used to audit the call.
- Parameters: The report includes columns for various parameters, such as opening statements, closing statements, the voice of the customer, and others. These parameters are based on the general criteria outlined in the QA forms. Agents can view the scores assigned to each parameter for individual calls.
For example, if Sakshi is an agent who attended calls with the call IDs 78938 and 78939, the report would display the relevant parameter values and scores based on the QA form used for auditing each call. Parameters such as opening, closing, voice of the customer, and others would have corresponding scores for the respective calls.
Overall, the Call Analytics window offers a comprehensive report that allows agents to review their call performance, take necessary actions, and access specific details such as call IDs, scores, grades, remarks, QA form names, and parameter-wise scores.
The Relative Ranking segment plays a crucial role in providing agents with a benchmark to assess their performance in comparison to their peers. By having visibility into how they rank among their colleagues, they are motivated to engage in healthy competition, pushing themselves to excel and achieve higher levels of performance. This segment not only fosters a competitive spirit but also encourages personal growth as they strive to improve their rankings and surpass their peers. Ultimately, the Relative Ranking segment serves as a powerful tool for them to gauge their progress, stay motivated, and continuously strive for excellence in their work.
In this section, agents will be provided with parameter-wise areas of improvement, highlighting the specific parameters where their performance is below the expected level. This information aims to help them identify and focus on areas that require improvement.
To facilitate this process, the admin will have access to the Admin Settings feature. Here, the admin can set the target score for each parameter that agent should strive to achieve. The design for setting the parameter-wise threshold by the admin will be available through a provided link.
If an agent’s score for a particular parameter falls below the target score set by the admin, that parameter will be included in the list of areas of improvement. This way, agents can easily identify the specific parameters where their performance needs enhancement.
The Actions column will provide a list of calls where the agent’s scoring for each parameter was below the set threshold. They can review these calls to gain a better understanding of their performance gaps and take appropriate actions for improvement.
Overall, this system enables them to receive targeted feedback on parameter-wise performance, empowering them to focus on specific areas of improvement and take necessary actions to enhance their overall performance.
The Parameter Trend window provides agents with insights into their performance across various parameters. They can assess how they are performing in different areas by comparing trends over time. This feature allows them to track their progress, identify patterns, and make informed decisions for improvement.
Agents have the flexibility to set a specific date range for analyzing parameter trends. By using the Select Date Filter option, agents can focus on a particular timeframe and evaluate their performance trends within that period.
The parameter trend window empowers agents to monitor their performance across different parameters, compare trends, and customize the analysis by selecting specific date ranges. This functionality helps them gain valuable insights into their performance and make data-driven decisions for continuous improvement.
Your Score Trend
The “Your Score Trend” feature displays a plot depicting the month-on-month average score of agents. This visualization provides agents with a clear view of their performance trends over time.
In addition, there is a Minimum Requirement parameter that represents the target score set by the admin for them to achieve. This target score serves as a benchmark for agents to meet or exceed in order to meet performance expectations.
By monitoring their score trend and comparing it to the minimum requirement, agents can assess their progress and determine if they are meeting the set targets. This feature encourages agents to continuously strive for improvement and maintain consistent performance.
The “Your Score Trend” feature offers them a visual representation of their average score trends over different months, while the Minimum Requirement serves as a reminder of the target score set by the admin. This enables them to monitor their performance and make necessary adjustments to achieve or surpass the expected performance level.
The Agent Dashboard design offers a user-friendly interface that includes essential segments like Key Performance Metrics, Call Analytics, Relative Ranking, Parameter-wise Score, Parameter Trends, and Your Score Trend. These components empower agents to comprehensively assess their performance, make informed decisions for improvement, and strive for continuous growth.