Customer Service Agent Dashboards

What is an individual CS agent dashboard?

An individual CS agent dashboard, also known as a customer service agent dashboard, is used to measure the individual performance of individual support agents.This dashboard has many of the same KPIs as our general Customer Service Dashboard, however with a focus on the individual agent's performance.

One way to replicate the KPIs contained on a dashboard without having to manually create new dashboards from scratch is with our Dynamic Dashboards feature. Here, once you have built one dashboard, it will automatically adjust depending on who is viewing it, saving you hours of time!

Engage your support agents with their own dashboard

Personal performance overview

This dashboard contains individual performance data that enables agents to monitor how they are doing. KPIs such as Escalation Rate, satisfaction scores and AHT enables agents to set targets, and strive for even better performance. These insights help agents become more data-driven in their day-to-day work.

Boost agent accountability

Equipping support reps with their own dashboard encourages to take accountability and ownership for their performance. Having this accountability will help with agents' motivation, driving them to constantly better their performance.

Identify areas for skill development and training

This dashboard helps identify the strengths and weaknesses of your reps. Perhaps an agent is always on target with AHT however their CSAT score is below the team average. The conditional colors used on a Plecto dashboard would make this easy to identify. Employee development should be an ongoing process for all CS agents, so make sure that you are always investing in your team's coaching and training.

Essential KPIs for a CS Agent Dashboard

• Average Handling Time

The average amount of time it takes for an agent to handle an interaction with a customer. Here, we display both the AHT for the individual agent as well as the team.

• Escalation Rate

Measures the percentage of customer interactions that are escalated to a higher level of support or different team.

• Total calls, chats and tickets

The count of customer interactions based on the channel.

• CSAT score

How satisfied customers are with the service the agent has provided.

• Latest Customer Feedback

Empower your agents with the latest comments from customers.

In this example, we focus on broad KPIs that apply to various different channels. If your agent is just focusing on one channel then this gives you space to dig down into more specific KPIs. This could include Agent Adherence, Wrap Time, and Average Hold Time.