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
Navigate to Workspaces > Manager Workspace > Channels.
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. |
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.
Parent Topic:Routing work items using Channels in Workforce Optimization for ITSM