Workforce Management Analytics allows you to track agent productivity and optimize workloads, improving overall agent performance. Maximizing agents’ time utilization helps enhance customer support quality and key metrics such as Resolution Time and CSAT scores, resulting in more efficient and impactful customer service operations.

• Trends (Workload) Report: Provides aggregated agent time metrics, which help analyze overall team productivity patterns.
• Summary by Agents Report: This report details time metrics for each agent, facilitating a comprehensive evaluation of individual performance.
• Summary by Groups Report: Presents aggregated time metrics for each agent group, making it easier to compare group productivity.
• Analytics Agent API: This API provides agent-specific time metrics that can be used in custom dashboards.

Please check the Dashboard Analytics Glossary for additional information.