Agent Trend

The Agent Trend report is a line graph that displays agent performance in relation to one or more selected categories over time. The numbers in the table and graph represent an interaction count.

Common Usages

• Use to track an agent's performance progress over time to monitor effectiveness of training programs.
• Use to use the graph to measure and compare performance and provide feedback to the agent.

Customizing the Report

General Settings:

• Version - Available in Full Report (standard size), Mini, Wide, X-Axis Only, and Y-Axis Only versions.

For additional information, see Report Parameters.

Actions

Click a line in the graph or an item in the table to open the interaction list included in the item.