Managers tasked with improving customer experience scores know that there is wide range of agent behaviours—some agents are role models, many fall in the middle, and a few are not meeting their goals. 

 

To better manage a contact centre, supervisors need tools to discover specific behaviours.  Contact centre reporting packages convert ACD event data into counts (the number of holds, the number of interactions) and durations (handle time, wrap-up time). But to truly understand agent behaviour, you’ll want a detailed trace of every change of state in the customer-agent interaction and the ability to view the data along different dimensions—by queue, by agent, by contact, or by time period.

 

For example, a manager notices in a weekly performance report that an agent has too many short calls.  Shorter than average calls are not necessarily a sign of bad performance—it could be an indication of an experienced agent with strong skills who quickly resolves issues. However, when the short-durations calls are analyzed along a time dimensions, it becomes apparent that these calls occur near the end of the day. This could be a sign that the agent is ending calls prematurely to leave exactly at 5 PM. The manager could then have a discussion with the agent to correct the behaviour, perhaps suggesting a different shift.

 

Avaya IQ provides insights into what drives your business through views of the total customer and agent experience. It includes pre-built customizable reports that highlight agent behaviour that supervisors can immediately react to versus culling through tables of data looking for discrepancies. Moreover, those reports include dashboards and support the monitoring of KPIs with cross tabs and drill-down and roll-up for easy analytics.