Reviewing your Agents’ metrics

Before diving into the metrics themselves, read more about the metrics dashboard here. 

Select the Metrics tab (1) to access your Metrics Dashboard. Select the Current Activity tab for a snapshot of your team's current Conversation activity, as well as today's metrics. For a deeper dive, select the Insights tab (2).

Select the metric you'd like to review using the dropdown menu (3) at the center of the page.

You can then select a particular date range (4), and use the filter icon (5) to select specific Agents or Departments to review. 

Click here to see an in-depth review of available metrics.

If you'd like to review the metrics for your Dispositions, learn how to do so by clicking here.

Watch tutorial video on the Metrics Dashboard here.