Navigating Agent 360 View
As a frontline agent, a resolver agent, or a team leader, you can access the Agent 360 View to get insights into the agent performances.
As a frontline agent and a resolver agent, use this console to monitor your performance by viewing the following details:
- Scores
- Badges
- Trainings
- Logs related to your login sessions
As a team leader, use this 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 team leaders can view the performance of their team members. Get insights into agent performance by using the agent performance dashboard. |
2 | Agent Score | This section provides the following details:
|
3 | 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. |
4 | Training & Skill Set | View a list of badges for courses an agent has completed, and a list of of upcoming trainings. As a team leader, schedule trainings for your team members based on their scores and performances. |