Agent Performance Table: Advanced Product Webinar

Watch our Agent Performance Table Advanced Product Webinar on demand!

 

 

In the dynamic realm of customer support, optimizing agent efficiency is essential for delivering exceptional service. Leveraging pivotal metrics like handle time, utilization, and focus metrics can gauge and enhance your agents' performance

 

Take advantage of this chance to unlock the potential of the Agent Performance widget and elevate your agent management strategy. 

 

In this session, you will learn:

 

• Efficiency Unleashed: Transform raw data into actionable insights with the Agent Performance widget. Evaluate agent efficiency effortlessly across various time-based metrics.
• Data-Powered Decisions: Master selecting and displaying critical metrics like handle time, utilization, and focus metrics. Make informed decisions that positively impact agent performance.
• Focused Performance Analysis: Harness the power of stacking agents based on specific metrics. Drive targeted improvements and propel your team's productivity.
• Elevating Agent Productivity: Navigate advanced techniques of sorting and filtering agents. Spotlight top performers and identify growth areas effectively.

 

Stay until the end for a live Q&A session to answer your questions.

 

Host: Wasim Rahman | Khoros Product Coach

 

Can't attend live? 

 

That's ok! Register, and we'll send you a link to the recording.

 

 

Additional Resources:

 

Getting Started with Khoros Care

• Khoros Care Overview
• Getting Started with Care Analytics
• Supported Metrics
• Setting up Notifications

 

Navigating Analytics

• Shared Dashboards Overview
• Monitor Walls Overview
• Operational Dashboards Overview
• My Dashboard Overview
• Dashboard Filters
• Widgets Overview

 

Exports

• Care Analytics Exports
• Team Performance 
• Response Exports

 

Profile Settings

• Managing Your Profile
• Set up Offline Notifications
• Set up Desktop Notifications
• Subscribe to a Work Queue

 

Incoming Volume

• Widgets Overview
• Tags
• Conversation Status Breakdown
• Incoming Conversations
• Closed Conversations
• New vs. Closed Conversations
• Open Conversations
• Queue Backlog
• Posts Per Conversation
• Responses Per Conversation
• Conversation Sentiment Conversion
• Private vs. Public
• Conversations Awaiting Agent Response
• Incoming Posts
• Incoming Images

 

Customer Experience

• Responses
• Response Times
• Average TAR
• Median TAR
• Responses Meeting TAR SLA

 

Agent Performance

• Online Agents Live Only
• Assigned in Offline Agent Queues Live Only
• Agent Performance
• Agent Handle Time
• Agent States
• Live Workforce Utilization