Call Centre Agent Performance Ranking

📄 Context The Call Centre Agent Performance Ranking dashboard is meticulously crafted with versatile functionalities, notably the ability to seamlessly switch between top-ranking and lowest-ranking agents.

The ranking system within the Call Centre Agent Performance dashboard is based on three key metrics: Rank Call, Rank Resolved, and Rank Satisfaction.

Here's how each metric is determined:

Rank Call: This metric is calculated based on the number of calls handled by each agent. A higher number of calls results in a higher ranking.

Rank Resolved: This metric evaluates the percentage of cases or calls resolved by each agent. Agents with a higher resolution percentage receive a higher rank.

Rank Satisfaction: This metric measures the satisfaction levels reported by clients for each agent. Agents with higher client satisfaction ratings are awarded a higher rank.

The final rank for each agent is determined by calculating the average of these three ranks. This comprehensive approach ensures a balanced assessment of agent performance, taking into account both productivity and customer satisfaction metrics.

🚀 Goal The objective is to streamline the process of monitoring both the top-performing and underperforming agents within the Call Centre. This entails tracking key metrics such as the number of calls handled by each agent, the percentage of resolved issues, and client satisfaction ratings.

By doing so, the dashboard aims to:

• Facilitate efficient identification of high-performing agents and areas for improvement.
• Enhance the overall efficiency and effectiveness of the call center operations.
• Provide actionable insights to optimize agent performance and customer satisfaction.

By addressing the underlying reasons for variations in agent performance and ensuring alignment with organizational goals, the dashboard contributes to the continuous improvement of call center services.

Rank Call is determined the number of calls per agent, higher call give higher rank Rank Resolved is is determined the percentage the case/calls resolved, higher percentage give higher rank Rank Satisfaction is is determined the satisfaction given by the clients, higher satisfatcion give higher rank

The final rank is decided by the average of the three Ranks.