Check out the Big Transfer Rate on Brad…

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics 🔍

 

via GIPHY

 

The last time we left off, Peter was walking us through how you can use Transfer Rate and Average Handle Time to make some quick assessments about how your team members are approaching the calls they handle. 

 

Missed that video in our Key Metrics series? Check it out: Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s get down to brass tacks and see how easy it is to track your:

  • Agents Transfer Rates 
  • Agents’ Average Handle Times

by building these charts and reports: 

  • Workgroup Summary (all or per workgroup)
  • ECC Group Performance

📉 Here’s How to Dive Deep into the World of Brightmetrics Analytics:

First, you’ll need to have a dashboard that shows you a chart with Call Count by Agent. Need a little help doing that? See below to create the right dashboard from one of our templates:

 

While we have a lot of fun here building out our own custom dashboards and charts, we know a lot of you are looking for the quickest way to sift through these metrics. So here’s how:

Workgroups: Workgroup Summary (all or per workgroup)” Template: 

  1. Find the Calls by Agent (30 days) chart bar chart and Drill through
  2. Drag on the %Pct – Agent Transferred” value
  3. Drag on the Time – Handled Avg”
  4. Benchmark your Agents against your total averages 

 

 

 

ECC Groups: ECC Group Performance” Template: 

  1. Find the Calls by Agent (30 days) chart bar chart and Drill through
  2. Drag on the %Pct – Agent Transferred” value
  3. Drag on the Time – Treatment Average” value
  4. Benchmark your Agents against your total averages 

 

 

 

Now, you can easily see all of your agents and where they fall in relation to the quadrants we discussed in our previous Vlog!

 

 

Our team is on standby if you need any help setting up these dashboards and charts. Don’t hesitate to send a note to our fabulous Support Engineering Team at support@brightmetrics.com!

 

 

Don’t have Brightmetrics services? Sign up for a free trial now.

 

 

📈 This is the second of a 4-part series of blog posts about creating the charts and dashboards discussed in The 5 Key Metrics Every Call Center Manager Should Master video series.

Learn about Part 1: Now that We’ve Found [Abandon Rate/ Queue Time] ❤ , What Are We Gonna Do?

Ready for Part 3? But Really, How Do I Build that Agent % Available vs % Calls Answered Already???

Curious about Part 4? London Calling… Again? Could Wrap Codes Help Answer: “Why?”

☑ Curious about the original blog posts about The Key Metrics Every Call Center Manager Should Master? 

Learn about Part 1: Do I Really Need a 0% Abandonment Rate?

Here is Part 2: Agent Productivity: The Good, The Bad, The Cherry Pickers

Next in line is Part 3: Let’s Talk Balancing Staffing Levels

The last in the series! Using Wrap Codes for a Refined Customer Experience

You may also like