As an agent, your Agent Dashboard is your go-to tool for understanding how you’re performing day-to-day—and for spotting opportunities to improve. When you first log in, here are four key areas to review, and how to turn those insights into action:
1. Ticket Metrics: Your Efficiency Snapshot
Where to Look
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Top Metrics Summary (top-left): Shows cumulative figures for Assigned vs. Solved, First Response Time (FRT), Resolution Time, Handle Time, ACR (Contacts-per-Resolution), and Total Replies, each compared to the previous period.
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Cases Assigned chart: A shaded area graph of your daily ticket volume (Assigned, Solved, Touches) versus the prior period, with a side panel for total touches and average touches per day.
What It Tells You
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Workload Balance: Are you closing as many tickets as you’re assigned? This one shows if you are keeping up or falling behind.
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Speed: How quickly you respond (FRT) and fully resolve tickets (Resolution Time). Spikes highlight if you are slowing down.
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Depth of Interaction: How many messages it takes to resolve an issue (ACR) and how long you spend per ticket (Handle Time). A high ACR indicates that you may be sending to many back and forth messages to resolve an issue.
How to Use It to Improve
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Streamline Your First Reply
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If FRT is high, using templates or macros for FAQs to speed up initial responses.
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Reduce Back-and-Forth
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If your ACR is above average, package all needed questions into your first message so you can resolve tickets in fewer exchanges.
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Monitor Progress
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After implementing a new tactic (e.g., using macros or canned responses), watch the same metrics next week to confirm that FRT and ACR improve without harming your QA or CSAT scores.
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2. QA Performance: Your Quality Barometer
Where to Look
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Case Performance chart (bottom-left): A multi-line graph plotting your QA scores over time for Relevancy, Grammar, Tone, and overall Total, with toggles for Auto QA vs. Manual QA.
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IQS card (top-right): Your Intelligent Quality Score, with a trend arrow and breakdown of Auto QAs, Manual QAs, Agent Errors, and Issues.
What It Tells You
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Consistency & Drift: Are your QA scores drifting up or down? A downward slope in your Grammar or Tone line signals you might need to refocus on clarity or empathy in your replies.
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Rubric Gaps: If one category (e.g., Tone) lags behind the others, your messaging style may need adjustment.
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Reviewer Variance: The IQS breakdown shows if Manual QA reviewers are flagging different issues than your automated checks.
How to Use It to Improve
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Drill into Low-Scoring Categories
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Click the QA trend chart point for a given day to see which tickets underperformed and why.
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Read reviewer comments to understand exactly which rubric criteria like “Resolution” or “Compliance” need improvement.
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Set Targeted Goals
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If your Grammar score dipped 5%, aim to improve it by 3% next week by proofreading for typos before sending.
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Validate with Follow-Up QA
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After focusing on a specific rubric item, request a manual QA on your next few tickets to confirm progress.
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3. CSAT Insights: Your Customer Feedback Loop
Where to Look
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CSAT card (middle-right): Shows your average 1–5 star rating, distribution of star ratings, and counts of total, negative, and comment-included surveys.
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View All CSAT Surveys link: Opens the full list of customer comments and ratings for the period.
What It Tells You
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Overall Satisfaction: How customers rate your support.
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Sentiment Polarization: A mix of 5-star and 1-star feedback indicates inconsistent experiences.
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Feedback Drivers: Reading negative comments shows where customers feel let down
How to Use It to Improve
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Analyze Negative Feedback
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Click the CSAT card’s “Negative” count to filter for 1–2 star comments.
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Look for common themes—are customers complaining about response times, tone, or unresolved issues?
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Reinforce What Works
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Filter for your 5-star comments too. Note what customers praise (e.g., “clear instructions,” “friendly tone”) and aim to replicate those behaviors consistent
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Create Action Items
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If “slow follow-up” is a recurring complaint, add a Task from the dashboard
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Flag low-score tickets for coach review, then discuss strategies in your next Coaching Session.
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4. Tasks, Flags & Coaching Sessions: Your Action Toolkit
Where to Look
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Tasks card: Lists action items assigned to you; click “Add Task” to create new follow-up items.
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Flagged Ticket/Comments card: Shows tickets or comments you’ve flagged for review.
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Coaching Sessions card: Displays upcoming or completed 1:1 sessions
What It Tells You
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Outstanding To-Dos: What follow-up items you’ve set for yourself.
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Areas of Concern: Tickets you flagged for unusual issues or improvement opportunities.
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Development Plan: Scheduled coaching sessions where you’ll dive deeper into performance with your lead.
How to Use It to Improve
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Organize Your Improvement Plan
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Convert dashboard insights into concrete tasks (e.g., “Review 3 low-scoring QA tickets this week”).
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Track Follow-Through
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Mark tasks as complete when you implement changes, and monitor their impact in your next QA or CSAT results.
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Leverage Coaching
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Use flagged tickets as discussion points in your Coaching Session, ensuring targeted feedback and accountability.
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