![]() The small toolbar above the ribbon allows you to perform common tasks with one or two clicks. Options: Opens the Preferences dialog box, where you can change system settings, set defaults for the 3D Workspace, Text, and Graph panes, and select averaging settings. ![]() Recent Documents: Lists reports that were recently opened.Search box: Enter the name of a report or Polygon menu item to search for.Export: Export the report in different formats.Save As: Save the report as a different name or in a different location.To access the queue health dashboard, click the pull-down button above the web visitors list.The Polygon button, located in the upper-left corner of the Polygon window, provides access to the basic commands. The queue health dashboard graphically displays real-time and historical data that enables easily evaluation of agent efficiency. If the average time to answer is longer than 30 seconds, for example at peak hours, you may want to consider adding agents to this shift.Īccording to the data in the data bar, you can offer your agents constructive feedback to help shorten the average time to answer chats and lower the abandon rate, and adjust your staffing accordingly. As a rule of thumb, a good average time to answer is between 15 and 30 seconds. AVG TIME TO ANSWER: displays the average time from the moment that visitors enter the queue to the moment they connect with agents. Although you don’t have control over this number, it is useful for you to know the average length of time it’s taking for visitors to abandon the queue, so you can take action. AVG TIME TO ABANDON: displays the average time from the moment visitors enter the queue until they abandon it. ABANDON RATE: displays the percentage of visitors that abandoned the queue out of all visitors that entered the queue. Visitors abandon the queue for a number of reasons they might just get tired of waiting. ABANDONED: displays the number of visitors that left the queue before connecting to an agent. MetricsĬONNECTED: displays the number of connected chats between visitors and agents whether or not they interacted. The data bar default view presents aggregated data from all skills (queues) on the account for the last 12 hours. To access the agent dashboard, click the pull-down button above the web visitors list. Due to disruptions and biases in data collection during 2020, the Census Bureau. The agent dashboard provides additional detailed and graphical information about agent performance. Please note, we do not report 2020 American Community Survey 1-year estimates. You can also monitor performance with the Agent Dashboard. If your utilization and CSAT scores are below par, get help from your manager or your peers. Monitor your data bar, to make sure that you are meeting your goals. You can get guidance and help from your manager and your peers.ĬSAT = Total number of positive answers / total number of answers By reading your CSAT score, you can see if you need to improve your chatting skills. The data is collected from customers in the post-chat survey. This score reflects your customers’ rating of your engagement with them. If, on the other hand, your utilized capacity is high, you are fully occupied. Explore NCSES surveys for a detailed description and links to related data, reports. ![]() If your utilized capacity is low, then either you are not busy enough, or the volume of chats has decreased. Apply to gain access to NCSESs restricted use. Utilized capacity = total concurrent engaged time / total logged in the X maximum allowed concurrent chats Utilized Capacity is calculated as follows: (and you were online during this period of time), your engagements per hour:Ħ engagements / 3 hours = 2 engagements per hour Utilized capacity Your chats should be only as long as they need to be to ensure successful resolution of your customer’s issue: Note:Īverage engagement length = Total concurrent engaged time / number of interactive engagementsįor example, if you were engaged for a total of 5 hours (including concurrent chats) and in that time took five chats, your average engagement length is: 5 hours / 5 = 1 hour Engagements per hourĮngagements per hour = The number of interactive engagements / online time + away time engaged + back soon time engagedįor example, if you took six (6) engagements between 8 a.m. The length of your chats varies depending on the type of inquiries you receive. The system counts the chat once you close the Engagement window. ![]() The data bar displays the following metrics: EngagementsĮngagements represents the number of chats you’ve taken during your current shift. As an agent, you have goals to meet, such as achieving a specific customer satisfaction rate or a certain number of engagements per hour.
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