V-Spark Online Help

Examining Individual Agent Data

The View section at the bottom of the Agent Scorecard screen (discussed in Examining Agent Performance) shows detailed information about all of the agents within a selected or default time period. Because it provides tabular information about each agent within that time period, the Individual Agent Data screen (as shown in the following screenshot) makes it easy to view analysis and statistics for multiple agents at a glance.

vspark-agent-view.png

1

Select date range

2

View the application categories and phrases

3

Select application level and categories to view

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Select data to view (Hit/Miss Score, Coverage Score, Average Call Duration, or Average Call Silence)

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Search for a specific agent ID

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An agent's overall score for all calls

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Click on an agent ID to see all calls handled by that agent

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Average overall totals for all agents