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| − | <translate>= My Grades=
| + | #REDIRECT [[Supervisor-guide/HomePage]] |
| − | [[File:AD-My-Grades-50.png|50px]]
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| − | ''My Grades'' displays widgets containing metrics that allow you to monitor key areas of your and your team's performance. You can change the placement of the widgets and configure some widget metrics. As a supervisor, your view of My Grades is different than your [[agent-guide/GeneralInformationAboutMyGrades|agents' view]] as you have more widget options.
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| − | [[File:Supervisor-My-Grades-General-50.PNG|800px|thumb|center|Supervisor view of My Grades]]
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| − | == My Grades Widgets ==
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| − | There are nine widget options in total: six standard plus three additional widgets available to those supervisors with campaign operation privileges. There are six slots for these widgets to be displayed in. The following are the widgets available for display, including those for campaign operators:
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| − | * [[#Agenda|Agenda]]
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| − | * [[#Agent_by_State|Agent by State]]
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| − | * [[#Campaigns_Calls_in_Progress|Campaigns Calls in Progress]] (campaign operator)
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| − | * [[#Customer_Satisfaction|Customer Satisfaction]]
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| − | * [[#Dispositions|Dispositions]] (campaign operator)
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| − | * [[#Lowest_Occupancy_Agents|Lowest Occupancy Agents]] (campaign operator)
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| − | * [[#Logest_Break_Time|Longest Break Time]]
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| − | * [[#Longest_Wait_Time|Longest Wait Time]]
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| − | * [[#Worst_Service_Level|Worst Service Level]]
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| − | To change the display in a given widget, click the '''down arrow''' [[File:My-Grades-Satisfaction-Configuration-tab-50.png|26px]] located in the upper right-hand corner of the widget. This will produce a drop-down menu that allows you to choose any of the widgets for display.
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| − | [[File:Supervisor-My-Grades-Selector-50.PNG|thumb|450px|center|My Grades widgets options]]
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| − | == Widget Descriptions ==
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| − | The following is a list of the widgets available in My Grades, including descriptions of what they do and the metrics they contain. Widgets are listed in alphabetical order.
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| − | === Agenda ===
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| − | The ''Agenda'' widget displays upcoming agenda items from your and your team's [[supervisor-guide/ManagingCalendarEvents|Calendar]]. If there is no agenda, the widget will display text stating so.
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| − | The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than current time). Items in progress or items that are due in less than 10 minutes are shown with red bar on the left side. Items that are due in less than 2 hours are shown with brown bar on the left side. Other items are shown with blue bar on the left side.
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| − | If number of scheduled items is too large, then widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.
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| − | [[File:My-Grades-Actual-Agenda-50.PNG|thumb|450px|center|Agenda widget]]
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| − | === Agent by State ===
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| − | The ''Agent by State'' pie chart shows the state of all logged-in agents from your sub-teams. The following states displayed are:
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| − | * [[agent-guide/HowtoInterpretYourCurrentStateInformation#After_Call_Work|ACW (After Call Work)]]
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| − | * [[agent-guide/HowtoInterpretYourCurrentStateInformation#Busy|Busy]]
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| − | * [[agent-guide/HowtoInterpretYourCurrentStateInformation#Not_Ready|NR (Not Ready)]]
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| − | * [[agent-guide/HowtoInterpretYourCurrentStateInformation#Ready|Ready]]
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| − | It is possible to filter each of these states out of view by clicking on the state name. To filter a state back in, click on the name again.
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| − | [[File:Supervisor-My-Grades-Agent-by-State-50.PNG|thumb|450px|center|Logged-in agents by state]]
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| − | === Campaigns Calls in Progress ===
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| − | ''Campaign Calls in Progress'' displays the number of calls currently being attempted in all running outbound campaigns.
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| − | [[File:Supervisor-My-Grades-Campaign-Calls-in-Progress-50.PNG|thumb|375px|center|Campaigns Calls in Progress widget]]
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| − | === Customer Satisfaction ===
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| − | The ''Customer Satisfaction'' widget displays the results of customer satisfaction surveys per agent; the results are displayed as a percentage (0-100).
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| − | [[File:Supervisor-My-Grades-Customer-Satisfaction-50.PNG|thumb|450px|center|Customer Satisfaction widget]] | |
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| − | === Dispositions ===
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| − | ''Dispositions'' displays the [[contact-center-administrator-guide/DispositionsTab|dispositions]] available for a given campaign; these are configured in the Contact Center Administrator.
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| − | [[File:Supervisor-My-Grades-Dispositions-Example-50.PNG|thumb|375px|center|Dispositions widget]]
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| − | To add or remove dispositions from the widget, click the '''cog icon''' [[File:My-Grades-Satisfaction-Configuration-cog-50.png|26px]] in the upper right-hand corner of the metric. From here, you may select from the pop-out menu which dispositions will be displayed.
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| − | [[File:Supervisor-My-Grades-Selected-Dispositions-50.PNG|thumb|450px|center|Selecting dispositions]]
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| − | === Lowest Occupancy Agents ===
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| − | ''Lowest Occupancy Agents'' displays the top 7 agents with the lowest occupancy rates. Occupancy is the average percentage of time agents that have spent handling interactions of the given service (including the preview time and after-call work) relative to their total working time (i.e., the time the agents have spent handling interactions of any service and being Ready to handle interactions).
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| − | === Longest Break Time ===
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| − | ''Longest Break Time'' displays the names of the top 7 agents with the longest [[agent-guide/HowtoInterpretYourCurrentStateInformation#Break|Break]] time; this metric also includes the time spent in the Not Ready, Lunch, and Away From Desk states.
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| − | [[File:Supervisor-My-Grades-Longest-Break-50.PNG|thumb|450px|center|Longest Break Time widget]]
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| − | === Longest Wait Time ===
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| − | ''Longest Wait Time'' shows the longest wait time for a given service; the name of the service will be displayed at the bottom. Default thresholds (in minutes) are 10, 20, 40 and are displayed as the corresponding colors green, yellow, and red.
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| − | [[File:Supervisor-My-Grades-Longest-Wait-Time-50.PNG|thumb|450px|center|Longest Wait Time widget]]
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| − | === Worst Service Level ===
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| − | The ''Worst Service Level'' widget, utilizing the metric [[Reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Interactions_Answered_in_Service_Level_Over_20_Most_Recent_Calls_.28IN_Svc_Level_.25_or_SLA.29|IN Svc Level %]], specifically highlights the service with the lowest percentage of handled interactions. Default threshold percentages are 50, 75, 90, and are displayed as the corresponding colors red, yellow, green.
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| − | [[File:Supervisor-My-Grades-Worst-Service-Level-50.PNG|thumb|450px|center|Worst Service Level widget]]
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| − | <center>[[supervisor-guide/Wallboard|< Previous]] | [[supervisor-guide/Cases|Next >]]</center>
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| − | </translate>
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