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Streamline performance analysis
-> Gain valuable insights into performance trends, easily spotting exceptional performers and agents needing guidance
-> Check individual agent scorecards to go deeper into their performance and track progress over time.
-> Drill down into performance data to uncover specific insights, enabling targeted coaching and support.
Make data-driven decisions
-> Access all relevant performance data in one centralized location for informed decision-making and strategic planning.
-> Review performance on different time frames, such as daily, weekly, or monthly, to identify patterns, trends, and areas of focus.
-> Filter performance results by support channels, allowing for targeted assessment and optimization.
Leverage enhanced visibility
-> Leave notes for agents directly within the scorecard, streamlining communication and fostering effective feedback loops.
-> Engage in timely discussions and provide feedback to agents while reviewing their performance, facilitating continuous improvement.
-> Gain a holistic view of agent performance metrics and compare them to team averages, identifying strengths and areas for development.