Agent reports in a Bonga provide insights into the performance and activities of customer service representatives. These agent reports contribute to call center management by enabling data-driven decision-making, improving resource allocation, and enhancing overall operational efficiency. They help supervisors assess agent performance, identify areas for improvement, and ensure optimal customer service delivery.
¶ Activities
Refers to the tasks and interactions performed by customer service representatives. These activities are tracked and analyzed to evaluate productivity and efficiency. Includes all breaks taken and login sessions for individual agents.
¶ Outgoing Call Tracker
The outgoing call tracker monitors the number and details of calls initiated by agents. It includes data on the duration, frequency, and outcomes of outgoing calls, helping assess communication effectiveness.
¶ Active Sessions
Active sessions represent the number of ongoing login sessions. This metric provides real-time visibility into the availability of the call center staff. Additionally, you can end any unknown or unwanted sessions.
¶ Adherence Rate
Adherence rate measures the extent to which agents adhere to their assigned schedules and tasks. It is calculated by comparing actual work time to the scheduled or expected work time, helping optimize workforce management.
Graphical:
Tabular:
¶ Occupancy Rate
Occupancy rate evaluates the percentage of time agents spend actively engaged in customer interactions or other work-related tasks. It considers both talk time and after-call work, providing an overall view of agent utilization.
Graphical:
Tabular:
