Review Agent Performance

The Agent Page provides an overview of an agent’s performance for the selected date range.

Follow these steps:

1. Open the Audit section.

2. Select the required Agent Name from the audit records.

3. Review the agent’s Overall Score for the selected date range.

4. Review the Performance Summary, including:

   • Calls Handled
   • Average Duration

5. Review the customer insights:

   • CSAT: Distribution of customer satisfaction levels
   • Sentiment: Distribution of positive, neutral, and negative customer sentiment

6. Review the Call Audits History to view previous audit records associated with the agent.