Add Total Interactions and Interaction Rate as a User Performance metric
Handle Rate is not a static metric as it's based on unique tickets handled in the selected timeframe, so the Handle Rate an agent sees daily on their dashboard will not equal what is reported in our EOW report. This has caused a lot of frustration in our agents' abilities to stay on top of achieving their performance metric goals, since their EOW Handle Rates are typically much lower than what they see daily.
As such, we'd love to see the introduction of Total Interactions (right now only available per workstream) and Interactions Rate, available on the User Performance Metrics dashboard, as well as an option for agents to be able to see on their own landing pages each day.
Kayla
shared this idea
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Jomanah
commented
Could we also get handle rate by workstream as this is extremely helpful when we are measuring the performance of agents and can ensure that the contact centre is working effectively.