Agent Behaviour

Last Updated : Jul 28, 2020 |
Prolog information
Metadata
Keywords:

Definition

Displays individual occurrences of agent behaviors that are associated with engagement handling activities.

How it works

Tracks how agents handle contacts delivered to them for the current interval. Supervisors can view the agent behaviors for the contacts delivered to them for a selected interval. Intervals are aggregated by 15 minutes and can be an Interval, Daily, Weekly, Monthly, or Yearly. Data displayed is listed at agent level and written to the database every 15 minutes.
This report includes counts for the following types of behaviors:
  • Duration-based behaviors such as Short Not Ready (aux.) and % Long Holds. Counts for duration-based behaviors require an administered behavior definition that specifies a time duration.
  • Event-based behaviors such as Transferred, Consults, and Answered that are counted automatically.

Business usage

  • What percentage of calls are transferred or escalated (consults) by the agent for the selected interval?
    Use the % Transferred or % Consults measure to identify the calls that were transferred or escalated by the agent.
  • What percentage of calls are kept on hold by the agent for longer durations for the selected interval?
    Use the % Long Holds measure to identify the agents who keep the calls on hold for durations longer than the company objectives.
  • How do you identify the long engagements that exceed thresholds for the selected interval?
    Use the % Long Engagements measure to identify the agents who exceeded the company objectives.
  • How do you identify the agent behaviors that meet or exceed the company objectives?
    View the counts of different measures to identify the agent's behavior.