0.02

by Brendon Welch

Opening the Agent Performance Dashboard

Written By: Brendon Welch
  • Comments: 0
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Difficulty

Moderate

Steps

5

Time Required

Suggest a time??

Sections

1

Flags

0

  1. While viewing your T2 Dashboard:

    • While viewing your T2 Dashboard:

    • Click CXone

  2. Click the Dial pad icon Click Performance Management

    • Click the Dial pad icon

    • Click Performance Management

  3. Click Existing

    • Click Existing

  4. Click Agent Dashboard

    • Click Agent Dashboard

  5. Your agent dashboard will appear.

    • Your agent dashboard will appear.

    • CPH: Calls Per Hour

    • Average Handle Time

    • Working Rate: (Handle Time + Available Time) รท Time Logged In

    • ACW: After Call Work

    • Agents highlighted in green are meeting or exceeding the KPI.

    • Agents highlighted in red are failing to meet the KPI.

Finish Line

Author

Brendon Welch

Member since: 3/4/21

21,191 Reputation

297 Guides authored

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