Agent 360 View
The Agent 360 View interface is available to the frontline agent, resolver agent and the supervisor. The frontline and resolver agents can only monitor their own performance in terms of scores, badges, training, and login logs, however the supervisor can view the performance of all agents in his team and schedule training sessions for them whenever necessary.
In this page, we will cover the Agent 360 View interface that is accessible to the frontline and resolver agents. To learn about what is accessible to the supervisor, please refer the below topics:
The following interface provides the agent with a 360 degree view of the agent's performance:
Navigational Path
To find the Agent 360 View interface, perform the below steps:
Console | Navigational Path |
|---|---|
Frontliner console | To access the Agent 360 View, click My Performance on the Frontliner Console. |
Resolver console | To access the Agent 360 View, click My Performance on the Resolver Console. |
Agent Case Score
The following image displays the agent's case scores:
The following table describes the UI elements on the console:
UI element | Description | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Dashboard | This option helps agents to find detailed customer information in graphical formats. | ||||||||||||||||
Agent Case Score | Displays the agent's monthly case scores in this section. To examine scores for the other months, click on the Agent ID for the desired month in the table. The following scores are presented in this section:
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Agent Skill Scores
The agent's domain skill scores and soft skill scores are defined in this section. The soft skill analysis examines each soft skill an agent should possess and assigns a score against it. The agent's level of expertise across all the domains he is expected to be competent in is determined in the domain skills section.
Login Log
This grid showcases the agent's login and logout time and the reason for logging out.
Training & Skill Set
This section displays agent badges and training. To view the badge/certificate earned by the agent, select the course name in Agent Badges. Under the Agent Trainings tab all courses that the agent is assigned is listed along with the start date.
