The Analytics module in Level AI allows you to get an overview of contact center’s agent performance and support quality over any given period. You can further drill down on your data by adding a range of filters including conversation tags, metric tags, support topics, and agents.
In this section, let’s dive deep into how to get the most out of the Analytics module.
Agent and Team
The Analytics module is split into two sections: Agent and Team. As the name says, the Agent section allows you to monitor and track the individual agent performance and quality, whereas the Team section allows you to monitor and track the performance and quality of your entire team.
Agent Section
The section has two tabs: Efficiency and Quality.
Agent Efficiency
The performance of an agent can be monitored based on three parameters (responsiveness, efficiency, and script adherence.) that are displayed in this tab.
The responsiveness graph shows the total number of conversations and the average first response time. The efficiency graph shows the average conversation time (mins) and average case resolution time. The script adherence graph shows conversation tag follow rate (%) and conversation tag flag rate (%).
You can add additional filters to further drill down on this data.
Agent QA score
In this section, you can view the average QA score of an agent at any given time period. You can also view metrics like QA pass rate, Average CSAT score, and so on.
Note: In order to access the tabs under the Agents section, you’ll have to choose at least one agent.
Team Section
The section also has two tabs: Efficiency and Quality.
Team Efficiency
The performance of your entire team can be monitored based on three parameters (responsiveness, efficiency, and script adherence) that are displayed in this tab.
The responsiveness graph shows the total number of conversations and the average first response time for every agent in your team. Similarly, the efficiency graph shows the average conversation time (mins) and average case resolution time, and the script adherence graph shows conversation tag follow rate (%) and conversation tag flag rate (%) for every agent in your team.
You can add additional filters to further drill down on this data.
Team QA score
In this section, you can view the average QA score of your team at any given time period along with other metrics such as QA pass rate, Average CSAT score, and so on.
You can deep dive into rubric category and section wise performance of the whole team in time series chart or consolidated view.
Note: You can view performance and QA scores for a few agents in the team. The agent field allows you to multi-select agents for whom you wish to see the data.
The analytics module in Level AI helps you analyze agent efficiency and quality for individual agents and team. If you’re looking to use data to improve your agent performance and support experience, Level AI is the perfect solution for you.
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