Tracking Agent Performance in Call Center Campaigns with Metabase

As a campaign manager, keeping track of agent performance is essential for understanding campaign effectiveness. The Agent Performance dashboard in Metabase analytics is designed to give you a clear and detailed view of your agents' activities and engagement in each campaign.

What You Can Track in the Agent Performance Dashboard

The dashboard provides several important data points to help you monitor agent performance and optimize your campaigns. Here’s an overview of what you can track:

1. Agent Activity: See each agent’s activity and how frequently they’re engaging with the campaign.
2. Average Session Duration: Monitor how long agents stay active within a campaign. This is helpful for understanding agent workload and engagement.
3. Average Call Duration: Track the average time agents spend on each call, which can indicate call quality and effectiveness.
4. Agent Dispositions: View the call outcomes (or "dispositions") set by agents for each call, allowing you to see patterns in call results and agent productivity.

Exploring Data in Detail

Each data point, or "dashlet," can be clicked to drill down into specific details. This allows campaign managers to gather deeper insights and make data-driven decisions on key aspects of the campaign, such as agent performance or call outcomes.

Filtering Data

You can filter the data on the Agent Performance dashboard based on:

• Account Username: See performance for specific user accounts.
• Campaign Name: Focus on specific campaigns to understand how agents perform within each.
• Agent Name: Narrow down results by individual agents.
• Survey Responses: Analyze responses to survey questions, which can be particularly useful if surveys are part of your campaign.

Example View of the Agent Performance Dashboard

Below is an example of what the Agent Performance dashboard looks like on Metabase.

Using the filters at the top, you can adjust the dashboard view to match your reporting needs. This makes it easy to generate custom insights and reports that help you make informed decisions to improve your campaigns.

Agent-Wise Comparison — This dashlet displays the number of calls each agent has dialed and the number of human-answered calls they connected with.

Team-Wise Comparison —This dashlet provides a team-level overview of calling activity, showing the total number of calls dialed by each team of agents associated with your account. It also indicates the number of human-answered calls each team connected with.

Average Session Duration: This metric shows the average length of time each agent was connected to the campaign. It begins from the moment an agent clicks “Join Campaign” and continues until they click “Leave Campaign.” In CallHub’s Call Center terminology, this period is known as A-leg. 

Average Call Duration: This metric provides the average time agents spent speaking with contacts during the campaign. It calculates time spent on both Outbound and Inbound calls, including those answered by humans or machines. In CallHub’s system, this is referred to as B-leg.

Overall Cost: This represents the total cost for all calls made in the campaign. It includes charges for Outbound and Inbound calls, as well as additional features such as Answering Machine Detection and Spam Shield (if activated). Tracking this metric helps you manage and assess the campaign's budget.

Average Wrap Time: This metric calculates the average time agents spend completing survey questions or wrap-up tasks after a call ends. It is measured from the call’s end time to when the last survey entry is saved. Average Wrap Time helps you understand the time agents need to process each call and can be a useful indicator for training needs or efficiency improvements.

Agent Days: This dashlet shows how many days each agent was active and made at least one call within the selected time range. It provides a quick overview of agent participation across your campaign. In the graph, each green bar represents a day the agent was active and made calls, while each red bar indicates a day the agent was inactive. This helps you monitor agent consistency and availability, making it easier to identify patterns or schedule adjustments.

Agent-Wise Disposition: This dashlet provides a detailed breakdown of the dispositions (call outcomes) selected by each individual agent in the selected campaign during the chosen time range. It helps you track how each agent is classifying the calls they handle, allowing for a better understanding of their performance and the campaign's overall effectiveness.

Team-Wise Disposition: This dashlet displays the breakdown of dispositions selected by the entire team of agents in the selected campaign during the chosen time range. It provides an overview of how the team collectively classifies the outcomes of their calls, helping you identify trends and assess the team's performance as a whole.

Agent Survey Responses: This section provides a detailed breakdown of the survey responses selected by each agent for the selected campaign within the chosen time range. It allows you to track the responses provided by agents during their calls.

Team-Wise Survey Responses: This section displays the overall breakdown of survey responses selected by the entire team of agents for the selected campaign and time range. 

You can use the filters at the top of the dashboard to refine the survey responses by specific questions set up in the campaign. This helps you to gather more targeted insights and make informed decisions based on the survey data collected during the campaign.

As a campaign manager, you have the flexibility to customize your reports by mixing and matching the filters available at the top of the dashboard. This allows you to generate specific data and insights based on your unique requirements. Whether you need to analyze data by account, campaign, agent, or survey response, these customizable filters make it easy to drill down and get the exact information you need to optimize your campaign performance.

Feel free to reach out to the Support team at support@callhub.io or create a ticket from https://support.callhub.io if you have any concerns or queries.