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My Dashboard Performance Metrics

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

  • 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.

  • 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

  • Workload Balance: Are you closing as many tickets as you’re assigned? This one shows if you are keeping up or falling behind.

  • Speed: How quickly you respond (FRT) and fully resolve tickets (Resolution Time). Spikes highlight if you are slowing down.

  • 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

  1. Streamline Your First Reply

    • If FRT is high, using templates or macros for FAQs to speed up initial responses.

  2. Reduce Back-and-Forth

    • If your ACR is above average, package all needed questions into your first message so you can resolve tickets in fewer exchanges.

  3. Monitor Progress

    • 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.

2. QA Performance: Your Quality Barometer

Where to Look

  • 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.

  • 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

  • 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.

  • Rubric Gaps: If one category (e.g., Tone) lags behind the others, your messaging style may need adjustment.

  • Reviewer Variance: The IQS breakdown shows if Manual QA reviewers are flagging different issues than your automated checks.

How to Use It to Improve

  1. Drill into Low-Scoring Categories

    • Click the QA trend chart point for a given day to see which tickets underperformed and why.

    • Read reviewer comments to understand exactly which rubric criteria like “Resolution” or “Compliance” need improvement.

  2. Set Targeted Goals

    • If your Grammar score dipped 5%, aim to improve it by 3% next week by proofreading for typos before sending.

  3. Validate with Follow-Up QA

    • After focusing on a specific rubric item, request a manual QA on your next few tickets to confirm progress.

3. CSAT Insights: Your Customer Feedback Loop

Where to Look

  • CSAT card (middle-right): Shows your average 1–5 star rating, distribution of star ratings, and counts of total, negative, and comment-included surveys.

  • View All CSAT Surveys link: Opens the full list of customer comments and ratings for the period.

What It Tells You

  • Overall Satisfaction: How customers rate your support.

  • Sentiment Polarization: A mix of 5-star and 1-star feedback indicates inconsistent experiences.

  • Feedback Drivers: Reading negative comments shows where customers feel let down

How to Use It to Improve

  1. Analyze Negative Feedback

    • Click the CSAT card’s “Negative” count to filter for 1–2 star comments.

    • Look for common themes—are customers complaining about response times, tone, or unresolved issues?

  2. Reinforce What Works

    • Filter for your 5-star comments too. Note what customers praise (e.g., “clear instructions,” “friendly tone”) and aim to replicate those behaviors consistent

    1. Create Action Items

      • If “slow follow-up” is a recurring complaint, add a Task from the dashboard

      • Flag low-score tickets for coach review, then discuss strategies in your next Coaching Session.

4. Tasks, Flags & Coaching Sessions: Your Action Toolkit

Where to Look

  • Tasks card: Lists action items assigned to you; click “Add Task” to create new follow-up items.

  • Flagged Ticket/Comments card: Shows tickets or comments you’ve flagged for review.

  • Coaching Sessions card: Displays upcoming or completed 1:1 sessions

 

What It Tells You

  • Outstanding To-Dos: What follow-up items you’ve set for yourself.

  • Areas of Concern: Tickets you flagged for unusual issues or improvement opportunities.

  • Development Plan: Scheduled coaching sessions where you’ll dive deeper into performance with your lead.

How to Use It to Improve

  1. Organize Your Improvement Plan

    • Convert dashboard insights into concrete tasks (e.g., “Review 3 low-scoring QA tickets this week”).

  2. Track Follow-Through

    • Mark tasks as complete when you implement changes, and monitor their impact in your next QA or CSAT results.

  3. Leverage Coaching

    • Use flagged tickets as discussion points in your Coaching Session, ensuring targeted feedback and accountability.

 

 

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