V-Spark Online Help

Using the Agents View

The Agents View enables you to compare application results by date range on an agent-by-agent basis.

Figure 1. Application Agents View
Application Agents View


By default, the Agents View is sorted by Agent ID, or can be sorted by any alternative column by clicking on the header for the column by which you want to sort. This makes it easy to examine agent performance in various ways. For example, in an application that scores agent performance, you can click twice on the header for the Overall column to sort the view from lowest overall score to highest. You can then select the Agent ID entry of the poorest-performing agent to explore audio or transcripts of the individual calls of that agent.

The Agents View also provides ways to refine the data that you are displaying. The Agents View's Search box enables you to search for a particular agent to specifically evaluate their progress. To see the calls for a specific agent by date range, users can either:

  • Click the Agent ID to display all of the calls for that agent. You can then drill down to do an individual examination of agent performance on specific dates.

  • Use the date picker at the center of the screen to refine the calls that are displayed on the Agents View screen. Clicking the Agent ID then displays all of the calls for that agent during the selected time period.

As you move the cursor over any cell in the table, a pop-up identifies the number of calls from which the displayed percentage is derived. This can help you determine the significance of that percentage. For example, 50% derived from 1 out of 2 calls has a different meaning than 50% derived from 50 out of 100 calls. The first can be an aberration; the second is more likely to indicate a pattern. Clicking on any of the values in the table displays a Files View that is populated with the files used to compile that value.

The Blue toolbar shown in the Agents view provides multiple ways of refining the data that is displayed in the Agents view. From left to right:

  • LEVEL 1 - this drop-down enables you to select a complete (All) selection of top-level entries to display, or choose a top-level (Level 1) category that identifies a specific aspect of a call. Top-level/Level 1 categories are the same as the columns displayed in the Application Overview graph when you first explore the Application Overview Dashboard.

    Once you have selected a specific top-level (LEVEL 1) category, you can also select a LEVEL 2 category. A leading asterisk (*) next to a category name in the select list indicates a leaf-level category, meaning that you cannot drill down any further into associated data for the item.

    Clicking a LEVEL 2 item that is not a leaf-level category (and is therefore not preceded by an asterisk) displays a LEVEL 3 drop-down category. A leading asterisk (*) next to a category name in the select list indicates a leaf-level category, meaning that you cannot drill down any further into associated data for the item.

  • DATA - this drop-down enables you to specify the primary way by which the data shown in the table is calculated and organized. Possible options are:

    • Hit/Miss Score - indicates whether or not matches were found in a category's lower-level categories. Matches are based on the categories and category hierarchies that were defined in the application that produced this agents view.

    • Avg. call duration - indicates the average call duration, which is the time period between answering and terminating the call

    • Avg. call silence - indicates the average amount of silence that occurred during a call

    • Coverage Score - indicates the average score of all lower-level categories within the current highest level category. Matches are based on the categories and category hierarchies that were defined in the application that produced this agents view.

Finally, the Agents View enables exporting agent scores to a CSV file that includes all the categories currently shown in the table and facilitates more in-depth analysis of agent performance. All pages of the table will be exported.

Figure 2. Agents View: Export and Score Display Controls
Agents View: Export and Score Display Controls


After reviewing or refining the agents, time period, categories, and levels for which you want to see results, select Export Table as CSV to export current data in Comma-Separated Values format. More in-depth analysis of agent performance is possible using other tools where CSV is a supported input format.