Definition

Displays a performance summary of the top five and the bottom five agents for the current interval.

If more than five agents have the same values for metrics on which the agents are ranked, the report displays all such agents.

How it works

Tracks the performance of the contact center agents on a daily basis for the current interval. Intervals are aggregated by 15 minutes and can be either an Interval, Daily, Weekly, Monthly or Yearly. Data displayed is listed at agent level and data is written to the database every 15 minutes.

The Top 5 report is a daily report that shows the performance summary of the five agents who successfully completed the highest number of customer engagements.

The Bottom 5 report is a daily report that shows the performance summary of the five agents who completed the lowest number of customer engagements.

Business usage

Compare the performance of the top five and bottom five agents for the current interval to determine those agents who are using their active time productively and those who are not.

This report provides answers to some key questions, such as:

• How do the top five agents compare in answering the contacts for the current interval?

  Use the Answered measure to determine the number of contacts answered by the top five agents.

• How do the top five agents compare in using the answering time productively for the current interval?

  Use the Active Time Duration measure to determine and compare the time duration for which the agents were actively answering the calls.

• How do the top five agents compare in completing the contacts directed to them and the corresponding percentage of completion for the current interval?

  Use the Completed and % Answered measures to determine and compare the call completion attribute of the agents.

• How many contacts did the top five agents not answer in the reporting period for the current interval?

  Use the Not Answered measure to determine and compare the contacts that were not answered by the agents.

• How do the bottom five agents compare in not answering the contacts for the current interval?

  Use the Not Answered measure to determine the number of contacts not answered by the bottom five agents.