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Call agent performance report
The FROGED voice call agent performance report allows you to analyse in detail how agents handle telephone conversations. Its purpose is to measure productivity, service quality and the time associated with call handling.
To view the report for a specific period of time, use the date filter. This filter allows you to select from several predefined time periods and a customised period of up to 35 days before the current date.
Each date range includes all days, from 00:00 on the first day to 23:59 on the last day. This ensures that all metrics, including those for off-peak hours, are accurately captured.
Each date range includes all days, from 00:00 on the first day to 23:59 on the last day. This ensures that all metrics, including those for off-peak hours, are accurately captured.
To analyse the work of call agents, the agent filter is used, which only shows agents with call permissions. There are several selection options in the filter:
- One agent: the metrics for the selected agent are displayed in a grid or table.
- Multiple agents: the metrics are displayed in a grid or table. In the grid, the data is calculated using the average of the agents, and in the table, each row has the data for one agent for comparison purposes.
- All agents: the metrics are displayed in a table or grid. In the grid, the data is calculated using the average of all call agents, and in the table, each row has the data for one agent for comparison purposes.
The top button allows you to download a call report with the values applied in the date and agent filters. You can download a screenshot or a CSV file with the call history to view the data for each call.
The report includes the following metrics:
- Total calls:total number of calls, which is the sum of inbound and outbound calls.
- Inbound calls
- Answered
- Missed
- Outbound calls
- Answered
- No answered
- Inbound calls
- Total conversation time: the total call time, which is the sum of the time of incoming and outgoing calls. The average duration of incoming and outgoing calls is also shown.
- Inbound calls
- Outbound calls
- Voice call CSAT: customer satisfaction index for the service received during calls with an agent, on a scale of 0 to 100%.
- Call answer rate: percentage of incoming calls that were answered by the agent.
- On hold abandonment rate: percentage of customers who abandoned the call while on hold with an agent.
- Avg. resolution time: time it takes an agent to resolve a call from the start to the end of the after-call work status.
- Avg. talk time: time the agent and customer were talking during the call (silences not included).
- Transferred calls: number of calls that were forwarded to another agent.
- Calls put on hold: number of calls that were placed on hold. Related to the need to make internal enquiries or transfers.
- Avg. hold time: average time that customers remained on hold during a call with an agent.
- Avg. after-call work time: time agents spend completing tasks after ending a call. This includes notes, records, or administrative tasks.
Measure workload
The total calls graph represents the number of incoming and outgoing calls made in a given period of time by the agents selected in the filter. If you have call teams, you can select members in the filter to analyse their data. This metric reflects the agent's workload and allows you to detect imbalances between incoming and outgoing calls.
If the volume of incoming calls is much higher than that of outgoing calls, it is because most of the agent's time is spent on customer service. If the number of missed calls is high, this may reflect an excessive workload and it may be necessary to add more agents to handle calls.
If the volume of incoming calls is much higher than that of outgoing calls, it is because most of the agent's time is spent on customer service. If the number of missed calls is high, this may reflect an excessive workload and it may be necessary to add more agents to handle calls.
When incoming calls require more attention than outgoing calls, it may be because customer queries are more complex and take longer to resolve. This also depends on the company's objectives and service (sales, support, etc.).
Measure customer satisfaction
The CSAT graph reflects customer satisfaction with the call service of the agents selected in the filter. The total number of surveys responded to and each type of response (satisfied, neutral, and dissatisfied) is noted on the side. If you do not have this feature configured, see the article Activate the customer satisfaction survey.
If the CSAT value is high but the number of responses is low, it cannot be considered an accurate metric. Furthermore, even if the CSAT is high, dissatisfied cases should always be reviewed to identify patterns for improvement.
If the CSAT value is high but the number of responses is low, it cannot be considered an accurate metric. Furthermore, even if the CSAT is high, dissatisfied cases should always be reviewed to identify patterns for improvement.
It is recommended that agents remind customers to rate the service they received before ending the call and wait to hear the survey audio.
Analyse call answer rate and abandonment
The call answer rate is the percentage of incoming calls that an agent successfully answered while available. An increase in this metric means an improvement in the agent's responsiveness, but it has to be a high percentage for the data to be considered positive. Otherwise, it may mean that the agent is unable to handle all calls due to excessive workload in other tasks.
Call abandonment reflects that customers do not tolerate long wait times before being served. A high value may indicate excessive wait times or a lack of resources to handle calls. Here, it is key to optimise queue management and agent availability.
Analyse agent efficiency
Call resolution time reflects agent efficiency. Depending on the business objective, a high or low value will be sought. A decrease in time may indicate greater agility, and an increase without reason may reflect a lack of training or excessive paperwork.
This metric should be compared with conversation time and post-call time. An increase in conversation and resolution time may be the result of greater customer dedication on the part of the agent, which improves service quality. On the other hand, if the time that is increasing is post-call time, this may be due to slow internal processes, thus identifying opportunities for improvement and training.
Analyse waiting times
It is important to analyse an agent's transfers, pauses and waiting times to identify whether they need more training or support to resolve cases independently.
You should optimise waiting times and call resolution times to improve the customer's experience with the service.
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