Dashboards

The Agent Target Manager provides intuitive dashboards to monitor, track, and compare collection targets of agents. Based on the periods defined in the Agent Target Manager Settings payments received are tallied and interpreted in relation to the target values as set up for the agent within the relevant period. The dashboards of this extension serve as an informative and motivational tool, as well as a management tool for supervisors. In addition to the dashboard accessible through the main Case Manager application, this extension also provides a Wall Dashboard as motivator for agents in an on-location contact center environment.

Dashboard Viewer In Case Manager

The Dashboard Viewer in Case Manager gives a user access to numerous reporting views of different aspects of the Case Manager application. The Agent Target Manager extends the list of available dashboards with two:

• My Target Dashboard gives an overview of an agent's performance within a period
• Period Target gives a comparative view of the entire team.

Upon selecting a dashboard, the user will have the option to set the criteria for the data displayed by the selected dashboard. These options are shown at the top of the dashboard. The dashboards of this extension use two criteria options;

• User (only for the My Target Dashboard) specifies the user you wish to view. If there are many users in the list you can easily find the desired user by starting to type the user's name in the drop-down control. A user will only be able to see
  • His own profile (selected by default)
  • That of this team he is administrator of.
• Period specifies for which period you wish to view the dashboard. The default is the current period.

My Target Dashboard

The My Target Dashboard will typically be used by the agent to view his performance for a selected period. It may also be helpful for a supervisor to see this information for a specific team member.

At the top-left of the dashboard basic information is displayed:

• The selected user's name
• The period dates
• The total payment value recorded for this user within the period
• The target value as set for the user
• The number of days left in the selected period

A number of controls and charts communicate information regarding the user performance within this period:

Current Target Progress

The Current Target Progress Gauge shows the percentage of the target the agent has reached within the period, showing red up to 75%, yellow up to 100% and green after the target is reached. The actual percentage value is shown when hovering the mouse over the control.

Rank

The dashboard shows two ranking indicators giving the user an idea of his performance in relation to the rest of the team:

• Ranking by Payment Total shows the ranking of the user in terms of the total payment value collected. For example, 2 indicates that the agent collected the second-most within the period. The target value is disregarded for this ranking.
• Ranking by Target Reached % shows the ranking of the user in terms of what percentage of his target was reached in this period. A user with, a high ranking in the Ranking by Payment Total may not have a high ranking in percentage of target reached if his target value for the period is higher than other users.

Targets in the previous 6 months

The Targets in the previous 6 months chart takes a historical look at the periods 6 months before the selected period and gives an indiction of the performance over time. A side-by-side comparison is given per period of the user's target and actual amount collected.

Payments in the period

A user may want to verify or understand the values shown on the dashboard. We've included in the dashboard the ability to view the actual payments in calculation of the dashboard values. These payment entries, however, are not immediately loaded when the dashboard loads. At the top-right of the control a Load Payments button will load the payment data for the user to examine.

Period Target Dashboard

The Period Target Dashboard gives a comparative view of the agents within the selected period. It includes two charts, which can be viewed by expanding the appropriate section in the dashboard.

• Target % Reached per User shows per agent the percentage of target reached for the selected period. The Target indicator line on the chart shows the 100% mark to easily gauge which agents reached their targets. Values for the previous period are also included for a comparative view.

• Total Payments per User shows the total value of payments collected by the user within the selected period. For this chart, we do not consider the set-up target values. Values for the previous period are also included for a comparative view

Chart options

Below each of the charts, tools are available to customize how the data in the chart is viewed:

• View Labels shows the actual values of the bars on the chart
• View Legend gives you the option to hide the legend showing the different data series (Selected Period and Previous Period).
• Zoom allows you to zoom in and out. When zoomed in you may have to scroll sideways to view all the users in the chart. This comes in handy if there are many agents shown.
• Sort options is used to reorganize the sequence users displayed in the chart
  • User name shows the users alphabetically
  • Selected Period sorts the agents on the chart by the values displayed for the selected period
  • Previous Period sorts the agents on the chart by the values displayed for the previous period

Exporting the data

The charts allow you to export the data to file. On the right of the chart tools, a green arrow icon shows you the export options. When the selecting the desired export format, you will be asked to select a file to where the data will be exported. The exported data contains the users, with their targets, total amount collected, and target percentage reached.

Wall Dashboard

The Wall Dashboard application display performance data by cycling through dashboards. The application is aimed to be displayed in a contact centre to motivate agents. The Agent Target Manager includes a wall dashboard that shows the top 10 collectors for the current and the previous periods. The users with the highest percentage of target reached are shown as the top collectors.