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With the Agent Performance dashboard,
get a summary of the overall performance of your contact center without having
to run performance reports. See what's in-queue, maximum wait times, call or
chat volumes, response times, agent statuses, virtual agent performance, and
more. Use this data to evaluate agent performance and identify areas for
improvement.
Use the dashboard
To use the dashboard, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Agent Performance. The dashboard appears.
Click the Date field to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Click expand_moreMore to
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date
range. You can type your date range or click Open calendar to select start and end dates.
Filter your results using the following fields:
Select Channel: by channel
Start Time and End Time: get results from only within this time
range
Agent Name, Agent ID, Custom Agent ID, and Agent Email:
by agent
Team: by team
Answered By: by the type of agent
Location: by location
Direction: by the direction of the session
Total Talk Time, Total Chat Time, Total Hold Time, Total
Wrap Up Time, and Total Handle Time: by time spent in different
phases of a session
In the Time Format field, set the time format.
Click Update.
Tiles
This dashboard contains the following metrics tiles:
Total Inbound Handled: the number of inbound interactions handled by the
agent
Total Outbound Handled: the number of outbound interactions handled by the
agent
Total Transferred: the total number of interactions transferred by an
agent to another queue or agent
Avg Occupancy Rate (%): the percentage of time the agent is actively handling
customer interactions (in-call or in-chat) to the total time the agent is
either handling interactions or available to take calls.
Avg CSAT Score: the customer satisfaction scores (CSAT) awarded to
the interaction. These are captured after an interaction ends.
Avg Handled per Hour: the average sessions handled per
hour by the logged in agents
Avg Chat/Talk Time: the total time that the agent spent talking
to a customer. This excludes BCW and ACW . For example, if the agent is on a
call for 10 minutes and the hold time is 1 minute, then the talk time is 9
minutes.
Avg Hold Time: the average time an end user was
placed in a hold status by the agent. For chat data this won't be available,
and it will display N/A.
Avg Wrap Up Time: the average time spent in after call or chat
wrap-up (ACW)
Avg Handled Time: the average amount of time that has elapsed from when an
agent was assigned a call or chat to when they end the wrap-up phase
Time in Status Reason: displays the reason codes with the highest values
and the amount of time the agents have spent in each status. Values are shown
in percentage. When a code is selected, the Total Time (in hours)
displays.
Occupancy Rate (%): displays the percentage of time agents spend handling
calls during a 30-minute period. It's calculated by dividing the total time
agents spend on calls by the total time they are available to take calls and
multiplying by 100. For example, if agents are available for a total of 2
hours in a given 30-minute interval, and they spend 1 hour and 30 minutes on
calls, the occupancy rate forthat interval would be 75%. If multiple days are
selected through the filter, the 30 minute intervals will be replaced by
individual days.
Handled by Direction: displays the number of handled contacts,inbound and
outbound, by 30 minute intervals. Each interval shows a sum of calls and
chats.
Handled by Agent (Top 20): displays all agents and the number of calls and
chats they have handled. The total number of chats handled will be displayed
over the total number of calls handled. The values for each will display and
you can hover over an agent to see the breakdown of the calls and chats
handled.
Avg Handle Time by Agent (Top 20): displays the average handle time of the
top 20 agents
Tables
This dashboard contains the following metrics tables. Hold the pointer over a
table heading to see its description.
Agent Productivity: provides a supervisor with insights on the performance
of each agent. This table shows all the available metrics as well as the
aggregated data. This information only displays once filters have been applied
to the dashboard.
Agent Productivity Detailed - Calls: provides performance data specific to
calls
Agent Productivity Detailed - Chats: provides performance data specific to
chats
Agent Activity Summary: provides a performance summary for each agent
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe Agent Performance dashboard provides a comprehensive overview of contact center performance, including in-queue status, wait times, call/chat volumes, response times, and agent statuses, all without the need for manual report generation.\u003c/p\u003e\n"],["\u003cp\u003eUsers can access the dashboard through the CCAI Platform portal by navigating to Dashboard > Advanced Reporting and then clicking on "Agent Performance," which then allows for customization with a specific date range and filtering options.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard utilizes various metrics tiles such as Total Inbound/Outbound Handled, Average Occupancy Rate, and Average CSAT Score to evaluate performance, providing insights into agent activity and customer satisfaction.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard also includes tables like Agent Productivity, Agent Productivity Detailed (for Calls/Chats), and Agent Activity Summary, giving supervisors detailed insights into individual and overall team performance.\u003c/p\u003e\n"],["\u003cp\u003ePre-GA features, such as this one, are available "as is" and might have limited support, and is subject to the "Pre-GA Offerings Terms" found in the General Service Terms section of the Service Specific Terms.\u003c/p\u003e\n"]]],[],null,["# Agent performance dashboard\n\nWith the **Agent Performance** dashboard,\n\n\nget a summary of the overall performance of your contact center without having\nto run performance reports. See what's in-queue, maximum wait times, call or\nchat volumes, response times, agent statuses, virtual agent performance, and\nmore. Use this data to evaluate agent performance and identify areas for\nimprovement.\n\nUse the dashboard\n-----------------\n\nTo use the dashboard, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Agent Performance**. The dashboard appears.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Select Channel**: by channel\n\n - **Start Time** and **End Time**: get results from only within this time\n range\n\n - **Agent Name** , **Agent ID** , **Custom Agent ID** , and **Agent Email**:\n by agent\n\n - **Team**: by team\n\n - **Answered By**: by the type of agent\n\n - **Location**: by location\n\n - **Direction**: by the direction of the session\n\n - **Total Talk Time** , **Total Chat Time** , **Total Hold Time** , **Total\n Wrap Up Time** , and **Total Handle Time**: by time spent in different\n phases of a session\n\n5. In the **Time Format** field, set the time format.\n\n6. Click **Update**.\n\nTiles\n-----\n\nThis dashboard contains the following metrics tiles:\n\n- **Total Inbound Handled**: the number of inbound interactions handled by the\n agent\n\n- **Total Outbound Handled**: the number of outbound interactions handled by the\n agent\n\n- **Total Transferred**: the total number of interactions transferred by an\n agent to another queue or agent\n\n- **Avg Occupancy Rate (%)**: the percentage of time the agent is actively handling\n customer interactions (in-call or in-chat) to the total time the agent is\n either handling interactions or available to take calls.\n\n- **Avg CSAT Score**: the customer satisfaction scores (CSAT) awarded to\n the interaction. These are captured after an interaction ends.\n\n- **Avg Handled per Hour**: the average sessions handled per\n hour by the logged in agents\n\n- **Avg Chat/Talk Time**: the total time that the agent spent talking\n to a customer. This excludes BCW and ACW . For example, if the agent is on a\n call for 10 minutes and the hold time is 1 minute, then the talk time is 9\n minutes.\n\n- **Avg Hold Time** : the average time an end user was\n placed in a hold status by the agent. For chat data this won't be available,\n and it will display **N/A**.\n\n- **Avg Wrap Up Time**: the average time spent in after call or chat\n wrap-up (ACW)\n\n- **Avg Handled Time**: the average amount of time that has elapsed from when an\n agent was assigned a call or chat to when they end the wrap-up phase\n\n- **Time in Status Reason** : displays the reason codes with the highest values\n and the amount of time the agents have spent in each status. Values are shown\n in percentage. When a code is selected, the **Total Time (in hours)**\n displays.\n\n- **Occupancy Rate (%)**: displays the percentage of time agents spend handling\n calls during a 30-minute period. It's calculated by dividing the total time\n agents spend on calls by the total time they are available to take calls and\n multiplying by 100. For example, if agents are available for a total of 2\n hours in a given 30-minute interval, and they spend 1 hour and 30 minutes on\n calls, the occupancy rate forthat interval would be 75%. If multiple days are\n selected through the filter, the 30 minute intervals will be replaced by\n individual days.\n\n- **Handled by Direction**: displays the number of handled contacts,inbound and\n outbound, by 30 minute intervals. Each interval shows a sum of calls and\n chats.\n\n- **Handled by Agent (Top 20)**: displays all agents and the number of calls and\n chats they have handled. The total number of chats handled will be displayed\n over the total number of calls handled. The values for each will display and\n you can hover over an agent to see the breakdown of the calls and chats\n handled.\n\n- **Avg Handle Time by Agent (Top 20)**: displays the average handle time of the\n top 20 agents\n\nTables\n------\n\nThis dashboard contains the following metrics tables. Hold the pointer over a\ntable heading to see its description.\n\n- **Agent Productivity**: provides a supervisor with insights on the performance\n of each agent. This table shows all the available metrics as well as the\n aggregated data. This information only displays once filters have been applied\n to the dashboard.\n\n- **Agent Productivity Detailed - Calls**: provides performance data specific to\n calls\n\n- **Agent Productivity Detailed - Chats**: provides performance data specific to\n chats\n\n- **Agent Activity Summary**: provides a performance summary for each agent"]]
Open calendar to select start and end dates.
Update.