Track and analyze agent's performance

View your agent's profile and summary information in Agent 360 and review their performance​.

Before you begin

Role required: sn_wfo_cfg_ws.manager

About this task

You can drill down into the data for a specific agent and view the following details.

• Real-time information of ongoing cases, interactions, and other tasks​.
• Upcoming time off.
• Assigned training tasks.
• Skill set, schedule, and profile.

Procedure

1. Navigate to Workspaces > Manager Workspace > Channels.
2. To view information about the agent and their work, select the All Agents tab.

   Field	Description
   Agent	Agent name. Select the agent's name to view the agent's profile summary in Agent 360.
   Service Channel	Service channel name.
   Total Capacity	Number of items automatically assigned to agents (pending overrides). Chat: The default is 4. Incident: The default is 2.
   Capacity in use	The number of on-going work items.
   Utilization	Condition that determines what constitutes an active item that counts toward agent workload/capacity in percentage.
   Assignment Group	Group to which the work item is assigned.

3. Select an agent to view real-time reports.
   You can also view agent presence history such as how often they were active or were on breaks on a given day.