Agent Behavior Insights Report

The Agent Behavior Insights Report provides a comprehensive view of agent behavior by analyzing interactions and delivering key behavioral metrics. This report helps teams track agents’ behavioral trends, identify high- or low-scoring patterns, and assess when coaching is necessary.

The report displays up to 90 days of data and includes widgets that summarize key metrics, allowing users to drill down from a team view to individual agent performance. This is essential for businesses aiming to proactively manage agent behavior, intervene when needed, and improve overall service performance.

Report Requirements and Limitations

If you want an agent's data to appear in this report, they need to have the Can be Evaluated/Coached and Can be Analyzed employee attributes applied in the Admin application. You can configure this on the General tab of an employee profile.

This report analyzes and scores all interactions with sufficient data, regardless of whether an evaluation was done. It doesn't provide behavioral metrics for:

• Internal interactions between agents or where multiple agent names are present.

• Interactions that weren't recorded or don't have audio. This includes interactions that last four seconds or less, which end before they can be recorded.

• Interactions with no dialogue or one-sided audio. This could occur if there's a technical issue or if the customer or agent doesn't respond.

• IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. interactions that don't involve agents.

• Interactions not in English.

How Scoring Works

The widgets Graphical representation of data that meets specified filter criteria. display two different types of scores: one for individual interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. or one that aggregates the interaction scores for an agent or team within a selected time period.

Interaction Scores

Each interaction is given a raw index score of 10, 6, 4, 0, or N/A for each metric and all verticals. The performance range is different for each model. The color displayed with the metric shows how the interaction scored in that area: 

• 10 Points : The interaction is within the top 10% of all interactions for the indicated behavior.

• 6 Points : The interaction is between the top 10% and 35% of all interactions for the indicated behavior.

• N/A : The interaction is in the middle 30% (35-65%) of all interactions for the indicated behavior. Neutral scores don't count in the total score or total possible score.

• 4 Points : The interaction is between the bottom 10% and 35% of all interactions for the indicated behavior.

• 0 Points : The interaction is within the bottom 10% of all interactions for the indicated behavior.

Aggregate Scores

Aggregate scores at the agent or team level are calculated using the index scores of each interaction. These scores are a percentage that is calculated by dividing the total points received by the total points possible. N/A scores are left out of both the numerator and denominator of the equation. The color displayed with the metric shows the agent or team's overall score in that area for the specified period of time: 

• Strongly Positive : 90.5%-100%

• Moderately Positive : 70.5%-90.5%

• Neutral : 30.5%-70.5%

• Moderately Negative : 10.5%-30.5%

• Strongly Negative : 0%-10.5%

Data Overview

This report includes:

My Agents

This widget shows a summary of behavior scores for each agent on your team. You can see overall performance, drill down into individual agent scores, and play back interactions to better understand behavior.

Metric	Description
Demonstrate Ownership	Displays a score for how well agents demonstrate the following behavior: Reassures the client that they understand the issue and are ready and able to help.
Active Listening	Displays a score for how well agents demonstrate the following behavior: Responds in the conversation and doesn't ask the client to repeat themselves.
Be Empathetic	Displays a score for how well agents demonstrate the following behavior: Acknowledges stated issues and how they impact the client.
Build Rapport	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's request. They actively respond in the conversation and don't ask the client to repeat themselves.
Set Expectations	Displays a score for how well agents demonstrate the following behavior: Summarizes actions and next steps. They inform the client of what to expect or what to do next.
Effective Questioning	Displays a score for how well agents demonstrate the following behavior: Asks meaningful questions to explore the client's experience, issues, or opportunities.
Promote Self-Service	Displays a score for how well agents demonstrate the following behavior: Promotes the availability of self-service options, such as a website or app.
Inappropriate Action	Displays a score for how well agents demonstrate the following behavior: Denies a client's request to transfer, uses inappropriate language, or performs other offensive actions. While all other behaviors are positive, this is a negative behavior. The gauge color will be green and the score will be high when the agent is not displaying this behavior.
Acknowledge Loyalty	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's history with your organization. Shows appreciation for their loyalty.
Overall Customer Satisfaction	A calculation of the agent's average score for all customer satisfaction metrics. You can view the score by individual interactions or all interactions at once. The Overall Customer Satisfaction Score is calculated by taking the average of the index scores of all the customer satisfaction metrics.

Behavior Score

This widget displays an agent’s behavior score over a selected time period and compares it to a previous period (up to 90 days). It helps you track changes in performance and spot trends.

Interactions Trend

This widget shows if an agent’s performance is improving or declining over time. It compares behavior scores from the current and previous time periods.

Interactions Behavioral Summary

This widget shows detailed behavior scores for each agent interaction, including the channel used and when it happened. You can also play back the interaction to review agent performance.

You can turn the Sentiments View toggle on to see scores as percentages. When the toggle is off, the widget shows sentiment icons instead, making it easier to scan for positive or negative trends.

Metric	Description
Demonstrate Ownership	Displays a score for how well agents demonstrate the following behavior: Reassures the client that they understand the issue and are ready and able to help.
Active Listening	Displays a score for how well agents demonstrate the following behavior: Responds in the conversation and doesn't ask the client to repeat themselves.
Be Empathetic	Displays a score for how well agents demonstrate the following behavior: Acknowledges stated issues and how they impact the client.
Build Rapport	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's request. They actively respond in the conversation and don't ask the client to repeat themselves.
Set Expectations	Displays a score for how well agents demonstrate the following behavior: Summarizes actions and next steps. They inform the client of what to expect or what to do next.
Effective Questioning	Displays a score for how well agents demonstrate the following behavior: Asks meaningful questions to explore the client's experience, issues, or opportunities.
Promote Self-Service	Displays a score for how well agents demonstrate the following behavior: Promotes the availability of self-service options, such as a website or app.
Inappropriate Action	Displays a score for how well agents demonstrate the following behavior: Denies a client's request to transfer, uses inappropriate language, or performs other offensive actions. While all other behaviors are positive, this is a negative behavior. The gauge color will be green and the score will be high when the agent is not displaying this behavior.
Acknowledge Loyalty	Displays a score for how well agents demonstrate the following behavior: Acknowledges the client's history with your organization. Shows appreciation for their loyalty.
Overall Customer Satisfaction	A calculation of the agent's average score for all customer satisfaction metrics. You can view the score by individual interactions or all interactions at once. The Overall Customer Satisfaction Score is calculated by taking the average of the index scores of all the customer satisfaction metrics.