This documentation supports the 23.3 and consecutive patch versions of BMC Helix Customer Service Management.To view an earlier version, select the version from the Product version menu.

Agent performance

It is important for the supervisor to understand the teams performance and have the ability to help team members improve. In this section the supervisor can get a summary of each agent's performance in terms of their scores. This section is divided in three parts:

  • Agent Case Scores
  • Agent Soft Skills
  • Agent Availability

Agent Case Scores

This tab displays all case related scores like FCR score, Recat score, Invalid Score, AHT Score and Grand Score. These scores are presented by month.

For further in-depth details on an agent's performance the supervisor will need to access the Agent 360 View interface. To access this interface, click the Agent ID. 

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Agent 360 View

Through the Agent 360 View interface, the supervisor has access to detailed information on the agent's performance. A 360-degree view of the agent's performance, case, domain and skill scores, login details, badges earned, and current training are all provided. If necessary, the supervisor can use this interface to schedule training for the agent's improvement as well. 

To explore agent performance in greater detail using graphical formats, the supervisor can click the Dashboard option and access the Agent Performance Dashboards.

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Agent Soft Skills

This section lists every essential soft skill that an agent should possess along with the scores the agent received for each soft skill. These scores are also displayed by month. 

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Agent Availability

This tab displays the agent's availability and activity details like available status, last activity name, time and the reason for logging out.

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