Mar 28, 2022 | 2 Mins read
Agent Analytics Provide a Holistic View of Team and Agent Performance

IrisAgent helps agents proactively uncover the true source of issues by correlating operational logs, product bugs, and alerts from DevOps tools to improve response times, minimize unnecessary escalations, and measure customer satisfaction. Now, our new agent analytics dashboard gives Customer Support leaders that same level of visibility into the team’s progress toward those goals:

  • Are their resolution times consistent with team goals and service level agreements? 

  • Are they successfully closing the cases assigned to them quickly and accurately? 

  • What is the ratio of open versus closed cases?

  • How do customers feel about the support they were provided by each agent?  

Agent analytics provides granular insight into the team’s performance on dimensions such as cases resolved, resolution time, CSAT scores, domain expertise and many others. Based on those rankings, leaders can identify top performing agents in each category or product area. Cases can then be intelligently routed to those most qualified agents based on their domain expertise. Those with particular domain expertise can be refocused on cases with potential high business value, so those users can always “move to the front of the line.”

Top Agents

Using this holistic view of agent performance, Customer Support leaders can also quickly spot areas to improve team-wide, as well as pinpoint agents who would benefit from additional product training or coaching. In fact, IrisAgent includes a detailed view of every agent’s performance to understand how many cases they are assigned each day and the rate at which those cases are resolved. Additionally, the agent detail view graphically shows the category mix of cases resolved by each agent in the last day, week, month, or any customized time period. Finally, leaders can see the details of each case handled by that agent over any specified time period.

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By adding sophisticated analytics at both the team and individual agent level, IrisAgent provides Customer Support leaders with important insights into team and individual agent performance that identifies top-performing agents by category so their expertise can be utilized to greater effect, and find opportunities to lift underperforming agents through additional training and coaching.

For more information about how IrisAgent applies proactive AI to transform Customer Support, please schedule a demo today!

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