Supervisor
The report of the Supervisor contains some of the following pages that are also available for the Manager:
Next to this, the Supervisor has some more reports to track the service level and abandonments as well as the agent performance:
Service Level Details
This report helps you to investigate on the main drivers that affect your Service Level.
You can choose from different Service Level calculations and see the Service Level for several Service Level Threshold (SLT) scenarios.
Abandonments
This report helps you to analyze your abandoned contacts and to find the reasons and areas where you could improve.
Inbound Distribution by Bucket
This report displays the volume of answered and abandoned tasks where the wait time is separated into several buckets.
Agent Performance Grid
Use this report to see the available measures about your agents in a tabular format including some groupings and conditional formatting.
Top Agent View
This report displays the most important agent KPIs listed by agent names with the best agents on top.
Bottom Agent View
This report displays the most important agent KPIs listed by agent names with the worst agents on top.
Agent Comparison KPI
This report allows you to compare a single agent with one or several selected teams. The KPI visuals contain the end value of the KPI for the agent and its course over time. The colour indicates the value compared with the average value of the team(s) – green means better, red means worse than the team average.
Agent Comparison Chart
This report allows you to compare a single agent with one or several selected teams. The line visuals contain the course of the KPI for the agent in orange and the team(s) average in blue over time.
Intraday Overview
This separate report provides and overview about the main inbound KPIs with a constant refresh of the data to follow the current day.
