The HiQ Agent Dashboard: Your Tool for Success

Customer service agents need the right tools and preparation to deliver great experiences to customers. HiQ by HiOperator gives agents a personal Dashboard to track their performance, manage tasks, and much more to meet this demand!

Here’s what agents can find on their Dashboard:

• Tickets Solved: Tracks the number of resolved tickets each week, comparing productivity to the previous week.
• QA Reviews: Provides feedback on writing, empathy, and issue resolution.
• SuperSAT Predicted CSAT: Forecasts customer satisfaction based on interactions.
• Customer Feedback (CSAT): Displays real feedback from customers, highlighting strengths and areas for improvement.
• Performance Metrics: Offers an overview of performance and KPIs to drive improvement.

The Dashboard also keeps agents on top of their tasks and upcoming events:

• Upcoming Events: A calendar of company or team events, like product launches or updates.
• Manager Tasks: Personal tasks, such as training, metrics, or updates to follow.
• Flagged Content: Identified tickets needing attention, typically flagged by managers or coaches.
• Coaching and Feedback: A record of coaching sessions showing areas of improvement and what still needs work.
• CSAT Summary: Summary of customer feedback, helping agents see trends and areas of focus.
• Contact Reason Performance: Offers insights into the most common inquiry types the agent handles.

Spending a few minutes each day to check the dashboard has big benefits:

• Stay Aware: Track progress and set goals.
• Act on Feedback: Review flagged tickets and feedback to address issues quickly.
• Stay Aligned: Stay updated on company events, training, and tasks.
• Track Coaching: View past and upcoming coaching sessions to meet goals.
• Customer Focus: Analyze CSAT scores to improve customer interactions.

The Dashboard helps agents stay prepared, stay on track, and improve every day. By taking a few minutes each day to check in, agents can ensure they’re ready to deliver excellent customer service, stay informed, and meet company goals.