In the rating section of the Business Intelligence module, users can view detailed metrics on agent performance in managing requests, providing a clearer and more accurate view of their performance.
To view these metrics, follow these steps:
Within the Business Intelligence module, select the Request Analysis submodule.
Go to the Rating panel to see metrics related to request ratings.
In this view, you can see:
Responsible: List of agents responsible for the requests.
Number of Requests handled per agent: The total number of requests handled by each agent.
Average ratings: The average rating of the requests managed by each agent.
Together, these metrics allow for an objective evaluation of agent performance and facilitate data-driven decision making.