This EAP will give you access to historical agent state and activity datasets alongside a new prebuilt dashboard in Explore.
The purpose of this data is to:
- Enable your business to understand overall productivity and performance for your teams and agents.
- Provide detailed state and work item information to complement performance and workforce management decisions.
- Equip users to make data-driven decisions in relation to staffing and forecasting.
This EAP will include 3 new datasets:
1. Agent state dataset
This dataset include metrics such as total time spent in state.
2. Agent state daily dataset
This dataset include metrics such as total time spent in state per day.
3. Agent capacity dataset
The agent capacity dataset includes metrics such as maximum, average and minimum assigned work items.
For further information on metrics and attributes provided, please see the full list in the following post. For information on analyzing agent state and activity, please take a look at this post.
We ask that you please keep in mind that this is an EAP and we would really appreciate all your feedback and co-operation during this time!
