How to access reporting data from an agent's profile

You can access key performance and feedback data all in one place by accessing an agent's profile. Consolidated reporting information allows for individualized oversight of your agents to encourage more targeted feedback and coaching. 

Navigating to your agent profiles

You can use the platform search bar to search for an agent within your organisation. Agent profiles will sit under the 'Users' category. You can also navigate to a users platform from hyperlinks on their name, this will apply across the platform when viewing information relating to a given agent.

Accessing profiles: Permissions

Team structure

There are two views available when accessing an agent's profile a restricted view and an unrestricted view. The information you can see relating to an agent will depend on your permissions including organisation structure and reporting access. 

When searching for an agent you can search for all agent's within your organisation; if an agent sits within your team you will have an 'unrestricted' view of their profile. If the agent sits outside of your team then you will have a 'restricted' view of their profile where only basic information can be seen. 

Agents can also use the search bar to find peers within their organisation but will always see a restricted view of their colleagues. 

Reporting permissions

The reporting tabs available to your team leads/managers and agents will reflect the reporting permissions set up against their roles. If a user doesn't have access to a given report, the related report will not show within the agent's profile. 

Agent profile overview

The tabs available within an agent's profile include

Evaluations
This includes the information from the KPI report at agent level. You can also carry out related actions from the evaluations tab, in this case setting up 1-to-1's. 

Feedback

The feedback tab includes general and quality feedback. You can use the drop down to change between the two reports. Actions including marking feedback as reviewed and deleting feedback can also be carried out from this page.

1-to-1s, Actions and E-learning

These tabs include all the information relating to 1-to-1's, assigned actions and any assigned lessons (which will sit in the e-learning tab). You can use the menu on the right hand side of a 1-to-1 or action to delve into the finer details of the sessions.

Community

View where this agent sits on the community leader board, their levels and points earned and their engagement history from the community tab. 

Within each tab you have filtering options which match the filters available within the reporting screens, where you can set the date range, scorecard, contact type and more. These filters will vary between the report types so will only apply to the reporting tab that you're in when set. 

Watch our demonstration video here