How to Read Agent Activity
The Agent Activity Report is your new best friend – you’ll be hanging out all day long. With this feature, you will gain true visibility into each agent’s day and you’re likely to discover a few great coaching opportunities.
Here’s a short introduction video so you can get acquainted:
To see it firsthand, just click on the Agent Activity icon ().
It’s important to understand productivity metrics to get the most out of your Agent Activity Report. Small metrics badges will appear when you hover over an agent’s activity, or you can find them in the top right hand corner of the screen where your daily summary lives. These metrics are:
Understanding Agent Activity Reports
Let’s take a look at a good agent:
- The agent clocks in and out at the target times.
- The agent’s untracked time was less than 10%.
- The agent worked on the correct channels at the correct times.
- The agent clocked into the General Tasks assigned to him on schedule.
- The agent had a combination of good Occupancy Rate (chat & ticket time) and gained a fair amount of productivity points.
However, there’s always room for improvement. Identify improvement areas by frequently looking at each team member’s Agent Activity Report. Here are two key things to look for:
- You should always pay attention to Schedule Adherence to see if agents are accomplishing what they need to in the correct amount of time.
- You should be aware of consistency. Having low Untracked Time and high productivity is a good sign. Chat with agents that are doing that well and ask them to share suggestions so you can develop best practices and other agents can learn from their great example.
Let‘s meet a not-so-good agent:
- The agent arrived almost 15-minutes late to his shift. Even worse, his shift started on a live channel. Imagine how much of a negative impact that had!
- The agent started the day by working on a channel he wasn’t assigned to (tickets instead of chat).
- The agent forgot to clock into a General Task when he left for lunch.
- The agent clocked out before his scheduled time.
- The agent spent a full 30% of his work day on Untracked Time.
There is a lot of room for improvement here! Some ideas include:
- Remind your agents to use General Tasks at appropriate times.
- Set up Rules to receive notifications whenever an agent comes in too late or leaves too early from a shift.
- Watch the agent’s activity to make sure they are staying on track.
Let’s meet an agent who cherry picks their assignments:
At first glance, it doesn’t look so bad. They have a decent amount of Ticket Time and their Untracked Time is low. But if you look more closely – you’ll see why their productivity points are so low. The answer is Unattended Tickets aka the ones they just decided to skip. To avoid those tough tickets, they take longer to solve tickets that other agents would take care of quickly.
To help this agent improve you can:
- Set Rules so you are notified when someone takes too long on the same ticket.
- Set Rules with actions that an agent will automatically be shifted to Untracked Time when they spend too long on a ticket.
- Watch closely to see how often an agent skips tickets in the Summary Report (check their Unattended Tickets).
- See those little strips of color? We call them “Timesheets”. Each Timesheet corresponds to a task that has a start and end time. You can update or edit an agent’s Timesheet to make sure everything is accurate. So, if someone forgot to switch to the Lunch task and it was logged as Untracked Time, it’s an easy fix. Just go to Manage Timesheet or go to Agent Activity and click on the Timesheet you need to edit.
- If the strip of color comes with stripes (they look a bit like candy canes) then that means the agent is currently clocked into that task like in the image below.