Agent performance
This dashboard shows visual reports related to Agent Performance results.
AHT by Agent grid
Created using the Vega-Lite language.
The following table describes elements of the AHT by Agent grid:
| Element | Description |
|---|---|
| Visualization | AHT by Agent grid |
| Description | Displays the average handle time by Agent sorted by seconds, descending order. Data refers to a specific scope. |
| Type | Table |
| Filter | Engagement creation timestamp (date and time) KQL language |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER only. |
| Linkable Entity | None |
AHT by Agent (Top 10) bar chart
Created using the Vega-Lite language.
The following table describes elements of the AHT by Agent (Top 10) bar chart:
| Element | Description |
|---|---|
| Visualization | AHT by Agent (Top 10) bar chart |
| Description | Displays the average handle time by Agent. The Histogram bar is limited to the top 10 Agents sorted by seconds. Data refers to a specific scope. |
| Type | Bar chart |
| Filter | Engagement creation timestamp (date and time) KQL language |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER only. |
| Linkable Entity | None |
Calls by Agent grid
Created using the Vega-Lite language.
The following table describes elements of the Calls by Agent grid:
| Element | Description |
|---|---|
| Visualization | Calls by Agent grid |
| Description | Displays number of sessions handled by each Agent, sorted by number of calls, descending order. Data refers to a specific scope. |
| Type | Table |
| Filter | Engagement creation timestamp (date and time) KQL language |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER only. |
| Linkable Entity | None |
Calls by Agent (Top 10) bar chart
Created using the Vega-Lite language.
The following table describes elements of the Calls by Agent (Top 10) bar chart:
| Element | Description |
|---|---|
| Visualization | Calls by Agent (Top 10) bar chart |
| Description | Displays number of sessions handled by Agent. The Histogram bar is limited to the top 10 Agents sorted by number of calls, descending order. Data refers to a specific scope. |
| Type | Table |
| Filter | Engagement creation timestamp (date and time) KQL language |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER only. |
| Linkable Entity | None |
Voiceprint by Agent grid
Created using the Vega-Lite language.
The following table describes elements of the Voiceprint by Agent grid:
| Element | Description |
|---|---|
| Visualization | Voiceprints by Agent grid |
| Description | Displays number of sessions handled by Agent. the Histogram bar is limited to the top 10 Agents sorted by number of calls descending. Data refers to a specific scope. |
| Type | Table |
| Filter | Engagement creation timestamp (date and time) KQL language |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER and identifies Net New Enrollments. The query to identify Net New Enrollments is based on a combination of initial and final train statuses, such as: initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED AND initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED AND (final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED OR final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED) |
| Linkable Entity | None |
Voiceprint by Agent (Top 10) bar chart
Created using the Vega-Lite language.
The following table describes elements of the Voiceprint by Agent (Top 10) bar chart:
| Element | Description |
|---|---|
| Visualization | Voiceprints by Agent (Top 10) bar chart |
| Description | Displays number of trained voiceprints handled by Agent. The Histogram bar is limited to the top 10 Agents sorted by number of voiceprints descending. Data refers to a specific scope. |
| Type | Table |
| Filter | Engagement creation timestamp (date and time) KQL language |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER and identifies Net New Enrollments. The query to identify Net New Enrollments is based on a combination of initial and final train statuses, such as: initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED AND initial_voiceprint_profile_train_status not equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED AND (final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_BASIC_TRAINED OR final_voiceprint_profile_train_status equal VOICEPRINT_PROFILE_STATUS_OPTIMAL_TRAINED) |
| Linkable Entity | None |