The Agent scorecard report gives you insight into each agent’s overall performance and access to daily historical data. You can view an agent's scheduled events, compared to their statuses from connected platforms, and track adherence over time. It can be used as a basis for reporting and coaching conversations with your team members.
The report 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 Adherence timeline.
Navigating to the Agent scorecard report
Frequently Asked Questions (FAQ)
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 report, as it is one of the key metrics that we use on the Agent Scorecard.
Navigating to the Agent scorecard report
We provide you with a few ways to access the Agent scorecard report:
- You can navigate to the report by clicking on the left menu panel Reports > Agent scorecard
- Clicking on the dropdown next to the agent’s name on the Staffing timeline provides you with an option to view Scorecard
- Clicking on the agent’s name in the Realtime dashboard
Agent trends charts
The Agent Scorecard report uses these metrics to gauge your agent’s overall performance. The charts allow you to view an agent's performance via a particular metric over time.
Metrics can be viewed on various date ranges. 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 the "Metrics" dropdown in the top right. 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 "Threshold" button in the top right-hand corner of the page.
Created thresholds will then show a blue line on the chart, with an arrow pointing up to indicate the threshold to aim for. The metric at the top right-hand corner of the chart will also change to red if the current metric falls below the threshold.
You can configure thresholds based on channel + queue combinations. Do note that only managers and admins are able to configure these thresholds, and once they are set, are viewable to anyone with access to the scorecard report.
To remove a threshold, you only need to change the value of the threshold you’ve set to 0.
Case breakdown
Clicking certain, hyperlinked metrics (underlined in title) will show you which cases were included in each agents' calculation of a particular metric. 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 report itself, which is pre-computed on regular intervals to optimize for loading speed). Note that 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, export the cases from the side panel export button.
Adherence timeline
The Adherence timeline is visualize how your agent's activity compared to what they were scheduled for on a daily basis. To do this we compare an agent's schedule in Assembled to the agent state data that we retrieve from the contact platform, based 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. The next row's red and green bars indicate whether the agent is being recorded as in or out of adherence for that portion of time, where green indicates in adherence. The subsequent 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).
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 Adherence 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.
- To zoom out, click on the first or the last hour.
- You can also zoom into other events while zoomed in.
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.
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 adherence 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.
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