Overview
The Agent scorecard gives you insight into an agent's overall performance through the visualization of several reporting metrics.
In addition to high-level reporting, you can view an agent's scheduled events compared to their statuses from connected platforms, and track adherence over time. This can be used as a baseline for reporting and coaching conversations with your team members.
The scorecard is split into two halves: charts at the top that measure over-time performance across various metrics and a single-day view of an agent's Activity timeline.
Navigating to the Agent scorecard
There are three ways to access the Agent scorecard.
First, you can navigate to the Agent scorecard via the Report (1) tab in the left-hand navigation panel.
Secondly, the scorecard is accessible via the View scorecard (2) button in the agent details pop-up, which opens from the icon (1) next to an agent’s name on the Staffing timeline.
Lastly, you can access an agent's scorecard by clicking on an agent’s name in the Monitor > Real-time agent analysis (1) page, then clicking View scorecard (2) at the bottom of the details panel that opens.
Note: This navigation menu may look slightly different for you.
Metrics
The Agent scorecard features several metrics charts that visualize an agent's performance across a given configurable time period. Each metric has its own card showing its value, how it compares to its threshold, and a bar chart, and you can filter the cards by Channel (1) and Queue (2).
For all date intervals less than 28 days, each point on the chart represents a daily average, and for all date intervals more than 28 days, each indicates a weekly average. If a single day is selected, each point on the chart indicates an hour.
Hovering over each point on the chart will emphasize that date range's data across all the other charts.
You can adjust which metrics are displayed on the scorecard charts using More actions (3) (the arrow next to Manage thresholds (5)) > Choose metrics (4). This choice applies to your view only. Hover over the info icon next to each metric name for its definition, or read more about metrics and definitions here.
Thresholds
On these charts, we also provide the option to set thresholds for each metric. To do so, click on the Manage thresholds (5) button in the top right-hand corner of the page. Threshold changes are saved for everyone at your company.
From there, you'll need to select the metric(s) for which you'd like to create a threshold.
Created thresholds will show as a dashed line on the chart.
Each card will also show how far the current metric is above (green) or below (red) the threshold.
You can configure thresholds based on channel + queue combinations.
Please note: Only managers and admins are able to configure these thresholds, and once they are set, are viewable to anyone with access to the scorecard.
To remove a threshold, you only need to change the value of the threshold you’ve set to 0.
Case Breakdown
You can view a breakdown of the cases that comprise a metric by clicking on the underlined title (where available).
Expanding Show calculation details (where available) will give you information about relevant behind-the-scenes configurations that you can request to change, and integration-specific explanations that can help you understand how a metric was calculated.
The case breakdown will show information given the most up-to-date data at the time you click (as opposed to the scorecard itself, which is pre-computed on regular intervals to optimize for loading speed).
Please note, some charts display metric averages over a date range on a per day or per week basis, but the side panel will show the total for that metric across the date range, rather than the average.
To see the specific date of each case, click Export from the opened side panel.
Timeline
The Activity timeline visualizes how your agent's activity compares to what they were scheduled for by comparing scheduled events in Assembled to the real time agent state data that we retrieve from your contact platforms.
Please note, how productive adherence is determined depends on the agent state mappings configured in your account (this is where you indicate which agent states should be counted as in adherence for each event type).
The top row of the timeline is a visualization of the agent's schedule, as created on the Staffing timeline, with the total time for each scheduled event. To correct the agent's states, use the Edit agent states (1) button.
The subsequent rows illustrate various time tracking-based metrics that users can select from in the top-right hand corner of the timeline module, under the Metrics button.
Depending on your integrations' available agent states and your agent state mappings, metric options include Schedule adherence, Productive adherence, and Occupancy.
The bottom row(s) are populated based on your specific contact platform integrations, and the recorded agent state data that Assembled is receiving for that agent.
If you have multiple contact platform sources of agent state data, Assembled will determine adherence based on the channel mappings of the integration and scheduled events.
For example, if an agent is scheduled for an event mapped to the Chat channel and Zendesk Chat is mapped to the Chat channel, adherence for the duration of that event will be determined based on states pulled from Zendesk Chat.
If your events or channels have mappings to multiple channels, Assembled will credit adherence if the agent is in adherence across any of their channels.
Clicking on each individual agent state will also show more information on the state that the agent was in, such as the total time spent in that state, and ticket data (only available from Zendesk). You can also click Edit (1) in this pop-up to edit the state.
Productive adherence is adherence measured only during productive events, while Schedule adherence is adherence measured during both productive and default events. Schedule adherence is only available if agent states can be collected for non-productive (default) events, as part of manual clocking in & out functionality.
Zooming into the Activity Timeline
As some agents might move in between states quickly, we’ve implemented the ability to zoom into the particular hour, viewing 3 hours at most.
- To zoom in, click on the particular hour, or use the Zoom in (2) button next to the date picker.
- To zoom out, click on the first or the last hour, or use the Zoom out (3) button.
- You can also zoom into other events while zoomed in, and use the horizontal scroll bar to move along the timeline.
Understanding Agent States
Agent states are defined as the current state that an agent is in at any given time. They are automatically pulled from your integrated contact platform when integrating with Assembled. In Assembled, you can map these agent states to user-created events to determine if an agent is in or out of adherence. If you haven't set up your agent states yet, check out this article!
We recommend setting up your agent states before using the Agent scorecard, as it is one of the key metrics that we use on the Agent scorecard.
Exporting Agent States
We also have the ability to export the agent states into a CSV report. More information about how to understand the export is in this article. You can also download an agent's timeline data from the scorecard's More actions (3) menu > Download timeline data (6).
Editing Agent States
Agent state editing is available to correct inaccuracies in agent state and adherence data. Learn more about this functionality here.
Frequently Asked Questions (FAQ)
- Why are there blank spaces in the activity timeline?
- Blank spaces in the adherence row mean that the event was non-productive, in which case we do not calculate productive adherence.
- If there isn't an agent state for that time a blank space will show on the report. Some contact platforms have an explicit state for this like "offline", while others don't, causing the blank state.