Navigating Agent 360 View
As a frontline agent, a resolver agent, or a supervisor, you can access Agent 360 View to get insights into the agent performances.
As a frontline agent and a resolver agent, use the console to monitor your performance by viewing the following details:
- Scores
- Badges
- Trainings
- Logs related to your login sessions
As a supervisor, use the console to perform the following tasks:
- View the performance of all agents in your team
- Schedule training sessions for agents in your team
Overview of Agent 360 View
The following image highlights the different sections in the console:
The following table describes the different sections in the console:
Annotation | Section | Use |
|---|---|---|
1 | Agent 360 View | Get an overview of the performance of an agent. Agents can view their own monthly performance in the Agent 360 View using the My Performance option available while supervisors can view the performance of their team members. Get insights into agent performance by using the agent performance dashboard. |
2 | Agent Case Score | Get an overview of the monthly case scores; for example, number of cases an agent created, FCR rating, cases that are reopened. |
3 | Agent Skills Score | Get an overview of the monthly soft skills and domain skills of an agent. |
4 | Login Log | Get an overview of the logs related to the login session of an agent that provide details about when the agent logged in and logged out, and the reason behind these actions. |
5 | Training & Skill Set | View a list of badges for courses an agent has completed, and a list of of upcoming trainings. As a supervisor, schedule trainings for your team members. |