Agent
Overview
The Agent view provides a comprehensive workspace to monitor and analyze the performance of individual support agents within specific organizational areas, such as Credit Card. It allows supervisors and managers to evaluate agent quality, track ticket volume, and understand the specific issues being handled.
Viewing & Searching
The interface displays the agent's identifier (email or name) at the top, accompanied by an "Agent" tag to confirm the view level.
A dedicated toolbar allows users to refine the data displayed across the entire page:
Filtering Data
Use the dropdown menus and fields at the top to filter the view:
"Filters": Click to segment data by specific criteria relevant to the agent's performance or ticket categories.
"Date Picker": Select a predefined period (e.g., "Last 30 days") or define a custom range to explore agent activity over time.
"Search": Use the search bar to quickly look up specific tickets or topics by entering keywords related to the agent's work.
Panels
Metrics
Immediately following the toolbar, a series of metric cards provides high-level insights into the agent's performance. These cards display counts and scores for various categories like Overall tickets, Ticket NPS, Backoffice tasks, and Complaints. Each card includes a trend indicator showing a percentage or point comparison against the previous period.
What's happening?
This panel provides an AI-generated summary of the types of tickets the agent has been addressing, highlighting persistent difficulties or friction points in the customer journey. It includes a "What are people saying?" anchor button that navigates directly to the detailed ticket cards at the bottom of the page.
Charts
A flexible visual representation panel that allows users to explore agent data through various metrics. Users can use the "Edit chart" or "+" buttons to modify visualizations, such as line graphs showing performance trends over time (e.g., Ticket NPS Score).
Metrics Table
This section contains a "Reason" tab, which focuses on contact reasons. It features a configurable table that breaks down performance metrics for every specific reason an agent has handled, allowing for granular quality assessment.
What are people saying?
Located at the bottom of the page, this panel displays individual cards representing each support ticket the agent acted upon. These cards offer a qualitative look at the actual interactions and feedback associated with the agent's work.
Troubleshooting & FAQs
Common Issues
"The metrics don't seem to match the current week." Solution: Check the date filter in the toolbar. Ensure the period is set to the specific timeframe you wish to analyze.
"I can't see the specific reasons in the table." Solution: Ensure the "Reason" tab is selected within the Metrics panel. If the table is empty, the agent may not have handled tickets within the selected filters.
See Also
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