Agent Performance Feedback

The Performance Feedback report gives agents the ability to view results from internal and external audits as well as their shift commit percentage.

This report is available as an embedded dashboard that agents can access from inside CX Route. 

To view the report:

• Click Performance Feedback in the left-hand navigation bar
  

The Agent Performance Report is comprised of multiple looks:

Listed below is the useful information that the agent will be able to access from each portion of the report:

• Shift Type Breakdown [pie chart]
  • Honored/ Not Honored/ Forgiven
• Commit Percentage [single value]
  
  • Commit% = (((Shifts Honored) + (Shifts Forgiven)) / (Shifts Taken)))
• Internal Audit Scores [column]
  • Broken out by Program  
  • User Score = ((Passed Reviews) / (Reviews))
• External Audit Scores [column]
  
  • Uses the Score Average measure for each Program
• Compliance Events [table]
  • Comments left by the Compliance Event Creator
  • Event type: MANUAL/AUTOMATED
  • Audio of the calls that were reviewed
  • Type, Date, Agent Name, Program, Call ID
• Internal Audit Feedback [table]
  
  • Program, Call Date, Review Date, Call ID
  • Audio of the calls that were reviewed
• External Audit Feedback [table]
  • Anything typed by the auditor in the Agent Comments field of the questionnaire
  • Program, Call Date, Review Date, Call ID
  • Audio of the calls that were reviewed
• Call Recordings
  • Call ID, Call Date, Session ID, Program, Agent Name, Agent ID
  • Audio of the calls that were reviewed
     Call recordings are not downloadable.
    
    

 Agents will only see their own data. 
If no data exists for a specific section, that section will be empty.