Agent Behavior Insights Report

Related Products or Features: Business Intelligence (BI) Reports, Quality Management

Required permissions: Report Viewer, Agent Behavior Insights

Required Employee Settings: Can View BI Reports

Required License: QM Premium

The Agent Behavior Insights report shows your agents' behavioral trends over time. It includes a summarized score at the team level. You can drill down to see the agent's behavioral metrics Statistics you can measure to keep track of your contact center. for each interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This report includes five widgets Graphical representation of data that meets specified filter criteria. that help you analyze your agents' performance.

This report is a glimpse of behavioral trends over time so you can identify scores that are often high or low. It's important to select one or two key metrics at a time and to set a baseline to determine when coaching may be required. Check the report at a chosen interval to determine whether the trends are changing to staying consistent.

This report holds up to 90 days of data, from the date that the call is recorded.

Working with Business Intelligence (BI) reports

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.

Report Requirements and Limitations

To view and run this report, you must have both the QM Advanced and QM Premium licenses enabled. Contact your Account Representative for more information.

If you want an agent's data to appear in this report, they need to have the Can be Evaluated/Coached employee attribute applied in the Admin application. You can configure this on the General tab of an employee profile.

This report analyzes and scores all interactions with sufficient data, regardless of whether an evaluation was done. It doesn't provide behavioral metrics for:

Internal interactions between agents or where multiple agent names are present.
Interactions that weren't recorded or don't have audio. This includes interactions that last four seconds or less, which end before they can be recorded.
Interactions with no dialogue or one-sided audio. This could occur if there's a technical issue or if the customer or agent doesn't respond.
IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. interactions that don't involve agents.
Interactions not in English.

How Scoring Works

The widgets Graphical representation of data that meets specified filter criteria. display two different types of scores: one for individual interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. or one that aggregates the interaction scores for an agent or team within a selected time period.

Interaction Scores

Each interaction is given a raw index score of 10, 6, 4, 0, or N/A for each metric and all verticals. The performance range is different for each model. The color displayed with the metric shows how the interaction scored in that area:

10 Points : The interaction is within the top 10% of all interactions for the indicated behavior.
6 Points : The interaction is between the top 10% and 35% of all interactions for the indicated behavior.
N/A : The interaction is in the middle 30% (35-65%) of all interactions for the indicated behavior. Neutral scores don't count in the total score or total possible score.
4 Points : The interaction is between the bottom 10% and 35% of all interactions for the indicated behavior.
0 Points : The interaction is within the bottom 10% of all interactions for the indicated behavior.

Aggregate Scores

Aggregate scores at the agent or team level are calculated using the index scores of each interaction. These scores are a percentage that is calculated by dividing the total points received by the total points possible. N/A scores are left out of both the numerator and denominator of the equation. The color displayed with the metric shows the agent or team's overall score in that area for the specified period of time:

Strongly Positive : 90.5%-100%
Moderately Positive : 70.5%-90.5%
Neutral : 30.5%-70.5%
Moderately Negative : 10.5%-30.5%
Strongly Negative : 0%-10.5%

The calculation for six interactions with scores of 10, 6, 0, 0, N/A, and 6 would be calculated like this:

10 + 6 + 0 + 0 + N/A + 6 = 22 total points earned.
5 interactions (the N/A score doesn't count) * 10 points possible per interaction = 50 possible points.
22 total points earned / 50 points possible = 44%

This score would result in a neutral or white box for that behavior on the main report page.

My Agents Widget

The My Agents widget shows behavior insights for agents and their interactions, as well as a summarized score at the team level. It displays these details for the selected team:

Overall interactions count.
Average behavior score.
Agent behavior metrics.

View agent behaviors

metric	details
Demonstrate Ownership	Displays a score for how well agents demonstrate the following behavior: Reassures the client that they understand the issue and are ready and able to help.
Active Listening	Displays a score for how well agents demonstrate the following behavior: Responds in the conversation and doesn't ask the client to repeat themselves.
Be Empathetic	Displays a score for how well agents demonstrate the following behavior: Acknowledges stated issues and how they impact the client.
Build Rapport	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's request. They actively respond in the conversation and don't ask the client to repeat themselves.
Set Expectations	Displays a score for how well agents demonstrate the following behavior: Summarizes actions and next steps. They inform the client of what to expect or what to do next.
Effective Questioning	Displays a score for how well agents demonstrate the following behavior: Asks meaningful questions to explore the client's experience, issues, or opportunities.
Promote Self-Service	Displays a score for how well agents demonstrate the following behavior: Promotes the availability of self-service options, such as a website or app.
Inappropriate Action	Displays a score for how well agents demonstrate the following behavior: Denies a client's request to transfer, uses inappropriate language, or performs other offensive actions. While all other behaviors are positive, this is a negative behavior. The gauge color will be green and the score will be high when the agent is not displaying this behavior.
Acknowledge Loyalty	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's history with your organization. Shows appreciation for their loyalty.
Overall Customer Satisfaction	A calculation of the agent's average score for all customer satisfaction metrics. You can view the score by individual interactions or all interactions at once. The Overall Customer Satisfaction Score is calculated by taking the average of the index scores of all the customer satisfaction metrics.

You can expand a team's row to see a breakdown of each agent's scores. This view provides behavior results per call, with the ability to play back the interaction directly from the report. You can also see the team's average scores. These colors represent the average score ranges:

Strongly negative : 0 to 10.5
Moderately negative : 10.5 to 30.5
Neutral : 30.5 to 70.5
Moderately positive : 70.5 to 90.5
Strongly positive : 90.5 to 100

While the color scheme for the heat map is the same throughout the report, the metrics in the team-level and agent-level views use them a little differently. At the agent level, the behavior results are shown on a simplified scale using an index score and icons. This lets you more easily analyze the agent's performance for each metric. For example:

A dark orange score and a frown indicates low performance, meaning the agent didn't meet the performance level expected by the AI model.
A dark blue score and a smile indicates high performance, meaning the agent exceeded the performance level expected by the AI model.

Behavior Score Widget

When you select an agent in the My Agents widget, the Behavior Score widget appears. It displays the agent's overall behavior score for the selected time period. It also displays the score for the previous period. This lets you see whether the agent is trending up or down in their results over time. For example, if you specify the period as August 15th to 25th, the widget displays the score for that period of 10 days. It also displays the score for the previous 10 days,

The maximum time range for the previous period may vary from 60 to 90 days. This is because Business Intelligence (BI) reports have standard date ranges for pulling the data.

Calls Widget

When you select an agent in the My Agents widget, the Calls widget appears. It shows you whether the agent is trending up or down in their results over the selected and previous time periods.

Agent Summary Widget

When you select an agent in the My Agents widget, the Agent Summary widget appears. It displays the agent's score for each behavior metric. This is the summarized score. The legend at the top displays the different colors and their corresponding average score ranges:

Strongly negative : 0
Moderately negative : 4
Neutral : 5
Moderately positive : 6
Strongly positive : 10

Interactions Widget

When you select an agent in the My Agents widget, the Interactions widget appears. It displays behavior insights for the agent's interactions in the selected time period. It includes the channel type and start time of the interaction. Click Play Icon of a triangle inside a circle. to play back an interaction. The legend at the top displays the different colors and their corresponding average index score ranges:

Strongly negative : 0
Moderately negative : 4
Neutral : 5
Moderately positive : 6
Strongly positive : 10