Introducing Agent Insights

A new Agents tab is now available in Reports > Insights. Agent Insights provides a way to create highly customized views into your agent performance. Metrics like time available, conversations received and completed, missed work opportunities, and utilization can be aggregated by individual human agent, or groups of agents, for a specified period of time. Admins can create and save different Agent Views that highlight different groups of agents, and/or different metrics, that can then be shared with Staff Admins and Managers within your organization.

Only Administrator users can create and edit Agent Insight Views. Staff Admin and Manager users can open the views to which they've been granted access, but cannot change what is defined.

Agent Insight data is not available before May 1, 2023.

Additionally, Agent Insight Playbooks are available to help get you started creating views and interpreting the data.

Affected Users: Manager, Administrator