Agent Behavior Insights Report

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.

1. To access and run this report, go to Reporting > Prebuilt Reports.

2. Select the report you would like to run from the list.

3. Complete the report prompt. The available steps and options will vary for each report.

4. Click Run.

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 to change the parameters of the report.

1. To change report parameters click Re-Prompt.

2. Edit the desired 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.

3. When you are finished changing the report parameters, click Run.

David runs the Agent Behavior Insights report by selecting the time period and team.

Using the My Agents widget, he can see where his team excelled and where they could use some help. He can drill-down to see the behavior metrics for specific agents. These metrics help David prepare a tailored coaching package to help the agent.

This widget displays these details for the selected team:

• Overall interactions count.

• Average behavior score.

• Agent behavior metrics. The agent behaviors are:

  Behavior	how agents can display the Behavior
  Acknowledge Loyalty	Acknowledge the contact's history with your organization. Show appreciation for their loyalty.
  Active Listening	Respond in the conversation and don't ask the contact to repeat themselves.
  Be Empathetic	Acknowledge stated issues and how they impact the contact.
  Build Rapport	Acknowledge the contact's request. Actively respond in the conversation and don't ask the contact to repeat themselves.
  Demonstrate Ownership	Reassure the contact that the agent understands the issue and is ready and able to help.
  Effective Questioning	Ask meaningful questions to explore the contact's experience, issues, or opportunities.
  Inappropriate Action	Deny a contact's request to transfer, use inappropriate language, or other offensive acts. 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.
  Promote Self-Service	Promote the availability of self-service options (such as a website or app).
  Set Expectations	Summarize actions and next steps. Inform the contact of what to expect or what to do next.

Expand a team's row to see a breakdown of each agent's scores. You can also see the team's average scores.

The different 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

This widget displays the agent's overall behavior score for the selected time period. It also displays the score for the previous period.

For example, if you specify the period as August 14th to 24th, the widget displays the score for that period. It also displays the score for the previous 10 days from August 3rd to 13th.

If you select the time period as the last 30 days, the widget displays the score for that period. It also displays the score for the previous 30 days. The time range for a previous period may vary from 60 to 90 days because the BI reports have standard date ranges for pulling the data.

This widget displays how many interactions the agent responded to in the selected and previous time periods.

This widget 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.

This widget 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 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.