Examining Agent Performance
The Agent Scorecard screen displays an overview of score information for a given folder. To access this screen for a specified folder, click Dashboard, then click the Folder dropdown, and select the folder that you are interested in. Finally, select the Agent Scorecard application from the submenu.
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1 | Roll over parts of the graph to see agent scores for each category. |
2 | Category breakdowns show you exactly where your agents can improve. |
3 | Click on a section of the graph to view lower-level categories for even more detailed insights. |