The coaching area

This is a new area in the Contact Center with its own navigation item. This area is currently still in beta. Here, you can view the performance of an individual agent per channel. At the moment, admins can see the performance for inbound telephony there with the following scope:

• Top filters: Channel, Agent, Call direction (inbound telephony), Time period (Today, Yesterday, Last 7 days, Last 30 days, Last 12 weeks, Custom)

• KPIs:

  • Availability and utilization (section)

    • Logged-in time (%)

    • Agent activities (%)

    • Logged-in time (hrs.)

    • Availability rate

    • Productive time rate

  • Call volume (section)

    • Answered calls

  • Handling times (section)

    • Avg. handling time (AHT) (min)

    • Avg. after-call work time (min)

    • Avg. talk time (min)