Agent Dashboard Overview
To access agent performance data:
Navigate to the Agents section at the bottom of the dashboard.
You'll see a list of all your agents, ranked from best to worst performance.
For each agent, you'll see their most recent evaluations, color-coded to indicate pass (green) or fail (red).
When you click on an individual agent, you'll be taken to their Agent Dashboard. This dashboard displays:
The agent's rank
The integration source (shown as a logo)
Average score
Pass rate
Data for the past 7 days by default
Understanding Performance Metrics
The Agent Dashboard provides several key metrics:
Average Score: This shows the agent's overall performance across all evaluated calls.
Pass Rate: Indicates how often the agent meets the defined passing criteria.
Strengths and Weaknesses: This section highlights the top-performing and bottom-performing areas for the agent.
The dashboard also shows a distribution of scores, allowing you to see how consistently the agent performs.
Drilling Down into Agent Performance
To view more detailed performance data:
From the Agent Dashboard, you can click on individual evaluations to see the full details.
The 'Strengths' and 'Weaknesses' sections show the top and bottom questions based on point values.
Clicking on a specific question will show all responses for that question, filtered to the current agent.
You can then drill down further to see individual call details and listen to the audio if needed.
This allows you to identify specific areas where an agent excels or needs improvement, backed by concrete examples from their calls.
Using Lists for Coaching
While not specifically tied to the Agent Dashboard, lists in Voxjar can be a useful tool for coaching:
You can create lists of exemplary calls to share with agents for training purposes.
Lists can be shared internally with team members or externally via public URLs.
This feature allows you to compile specific examples of good performance or areas for improvement without giving full account access to agents.
The Agent Performance and Coaching features in Voxjar provide a comprehensive view of each agent's performance, allowing managers to identify areas of excellence and opportunities for improvement.