This guide provides an in-depth exploration of the Agent Activity Dashboard, one of Regal's default reporting dashboards.
While potential use cases for these metrics will be shared, it's essential to emphasize that they should be considered alongside other data sources and tailored to specific organizational goals.
Reporting dashboards are updated: Monday-Friday: Hourly from 9am ET to 10pm ET and Saturday-Sunday at 8am, 3pm, 8pm, and 10pm ET.
Click on the tile or filter name below to learn more about that tile.
Reporting License
Reporting Dashboards are provided under a separate per-seat license. Please submit a ticket to sign up for Reporting Dashboards.
Filters
All default Regal dashboards have filters available for you to refine the data you're viewing. The Agent Activity Dashboard has the following filters:
Select Timeframe
- Used to filter data within a specified timeframe.
- Defaults to "is in the last 7 days".
Select Period
- Used to show different periods of time (hourly, daily, weekly, etc.) in the various graphs.
- Defaults to "Daily".
Day of Week (EST)
- This filter enables you to view data based on specific days of the week.
- Defaults to "is any value".
Hour of Day (EST)
- This filter enables you to view data based on specific hours of the day.
- Defaults to "is any value".
Agent Active Status
- Primarily used to filter the list of agent emails in the Agent Email filter.
- Defaults to "is Active or Inactive".
Agent Email
- This filter enables data segmentation based on specific agent emails.
- Defaults to "is any value".
Team Name (Contains)
- Allows filtering based on team names.
- Defaults to "is any value".
Task Completed Queue Name
- This filter allows you to filter data by the queue the task was completed in.
- Defaults to "any value".
Task Created Queue Name
- This filter allows you to filter data by the queue the task was created in.
- Defaults to "any value".
Handled By Type
- This filter allows you to filter data by whether or not the agent handled the tasks. The other option is not to use this filter and show all tasks.
- Defaults to "any value".
Tiles
Active Agents
- Type: Numeric display
- Function: This tile displays the current number of agents with seats in Regal. When used alongside the other tiles in this row, it can serve as a metric for assessing agent efficiency. This can also be useful for reporting around customer service quality; If the number of agents is too low compared to the volume of interactions, service quality might be compromised due to overburdening of agents.
Available Agent Hours
- Type: Numeric display
- Function: This tile provides an overview of the total number of hours available from all agents during a specific time period. This tile can help in understanding the workforce capacity and planning for optimal staffing when used alongside other tiles on this dashboard.
Tasks Offered to Agents
- Type: Numeric display
- Function: This tile displays the total number of tasks that reserved to at least one agent during the specified time period, offering insights into the volume of work generated and the demand for agent services within a given timeframe.
Tasks Accepted by Agents
- Type: Numeric display
- Function: This tile displays the total number of tasks accepted in a specified time period, indicating the efficiency and effectiveness of the team in managing and completing tasks.
Tasks Completed by Agents
- Type: Numeric display
- Function: This tile displays the total number of tasks completed by agents in a specified time period, indicating the efficiency and effectiveness of the team in managing and completing tasks.
Tasks Completed by System
- Type: Numeric display
- Function: This tile displays the total number of tasks completed by the system (not by agents) in a specified time period, indicating the effectiveness of power dial in saving agents' time.
Agent Acceptance Rate
- Type: Numeric display
- Function: This tile displays the percentage of created tasks that were accepted by agents in the specified time period, indicating the efficiency and effectiveness of the team in managing and completing tasks.
Call Avg. Handle Time Mins
- Type: Numeric display
- Function: This tile displays the average handle time in minutes for calls handled by agents, including voicemails. Monitoring handle time, when used alongside other metrics in this report, can help with customer experience analysis. Shorter handle times may suggest quick resolutions, whereas longer times might indicate more complex issues or potential inefficiencies in processes.
If you're interested in further insights into what's happening during conversations that agents are having, conversation intelligence may be of interest to you as well.
Call Median Handle Time Mins
- Type: Numeric display
- Function: This tile displays the median duration of call handling times by agents, measured in minutes. Unlike the average, the median provides a measure that is less influenced by extreme values, offering a clearer view of typical call handling times. This metric is useful for evaluating the efficiency of call handling.
If you're interested in further insights into what's happening during conversations that agents are having, conversation intelligence may be of interest to you as well.
Call Avg. Talk Time Mins
- Type: Numeric display
- Function: This tile displays the average talk time in minutes for calls handled by agents, including voicemails. This tile provides a metric that is useful for understanding agent performance and ensuring quality customer service.
If you're interested in further insights into what's happening during conversations that agents are having, conversation intelligence may be of interest to you as well.
Call Median Talk Time Mins
- Type: Numeric display
- Function: This tile presents the median duration of talk time on calls, measured in minutes. This metric provides a central tendency of call durations, offering a more accurate representation of typical call lengths unaffected by extreme values.
If you're interested in further insights into what's happening during conversations that agents are having, conversation intelligence may be of interest to you as well.
Avg SMS Handle Time Mins
- Type: Numeric display
- Function: This tile shows the average time in minutes taken by agents to handle SMS interactions. Monitoring handle time, when used alongside other metrics in this report, can help with customer experience analysis. Shorter handle times may suggest quick resolutions, whereas longer times might indicate more complex issues or potential inefficiencies in processes.
Median SMS Handle Time Mins
- Type: Numeric display
- Function: This tile shows the median time in minutes taken by agents to handle SMS interactions. Unlike the average, the median provides a measure that is less influenced by extreme values, offering a clearer view of typical call handling times. Monitoring handle time, when used alongside other metrics in this report, can help with customer experience analysis. Shorter handle times may suggest quick resolutions, whereas longer times might indicate more complex issues or potential inefficiencies in processes.
Avg Mins to Accept Reservation
- Type: Numeric display
- Function: This tile shows the average time in minutes it takes for agents to accept a reservation. Monitoring this average time helps in identifying potential delays in agent processes and can guide agent training. This metric is also important for managing customer expectations regarding wait times and overall service speed.
Median Mins to Accept Reservation
- Type: Numeric display
- Function: This tile displays the median time in minutes it takes for agents to accept a reservation. Focusing on the median rather than the average provides a more accurate representation of typical response times, less influenced by outliers.
Conversations Per Agent Available Hour
- Type: Numeric display
- Function: This tile displays the average number of conversations had by agents every hour. When used alongside other tiles on this dashboard this can be an indicator of how effective your outreach is
Completed Tasks Per Agent Available Hour
- Type: Numeric display
- Function: This tile shows the average number of tasks that agents have completed during the specific time period. When used alongside other tiles on this dashboard it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion. This can also be useful for reporting around customer service quality; If the number of tasks is too high compared to the number of agents, service quality might be compromised due to overburdening of agents.
Activity Stats by Agent
- Type: Table
- Function: This tile offers an extensive view of agent activities, providing an analysis of performance and operational efficiency. Make sure to scroll to the right on this table to see all available metrics.
| Metric | Description |
|---|---|
| Total Available Time in Hrs | Measures the cumulative hours agents are available for work. Useful for scheduling and understanding workforce capacity. |
| Completed Tasks | Counts the number of tasks completed by agents. Helpful for assessing productivity and efficiency. |
| Canceled Tasks | Tracks the number of tasks that were canceled. |
| SMS Tasks Completed | Shows the count of completed SMS tasks. |
| Call Tasks Completed | Shows the count of completed call tasks. |
| Outbound Calls Completed | Totals the number of outbound calls completed by agents. |
| Inbound Calls Completed | Totals the number of inbound calls completed by agents. |
| Average Handle Time (min) | Calculates the average duration spent handling tasks. |
| Average SMS Handle Time (min) | The average time taken to handle an SMS task. |
| Average Call Handle Time (min) | The average time taken to handle a call task. |
| Average Talk Time on Calls (min) | Measures the average duration of conversations on calls. |
| Average Wrap Time on Calls (min) | The average time spent on after-call work such as writing notes or adding dispositions. |
| Total Conversations | The total number of customer conversations handled. |
| Unique Users With Conversation (Any Channel) | The total number of individual contacts an agent spoke with. |
| Conversion After Task Accepted | Tracks conversions achieved after a task is accepted. |
| Tasks with Conversion During Call | Counts conversions achieved during call tasks. |
| Reservations Created | The number of times a task was reserved for an agent. |
| Reservations Accepted | The count of reservations accepted by agents. |
| Reservations Acceptance Rate | Measures the rate at which reservations are accepted. |
| Avg Seconds to Accept | Calculates the average time taken to accept a reservation. |
Number of Active Agents & Total Available Hours
- Type: Combination of Column Chart and Line Graph
- Function: This dual-metric tile offers a view of agent availability, showing the number of agents available and total available time in hours. This is useful for optimizing staffing levels, for instance, if there are many agents available but for fewer hours, it might indicate overstaffing or underutilization of resources which can lead to unnecessary operational costs. Conversely, if there are few agents available for many hours, it might suggest understaffing which can affect service quality and employee satisfaction.
Average Available Hours Per Agent
- Type: Line Graph
- Function: Displays the average number of hours agents are available for work on a given day, useful in determining staffing needs. A high average might suggest a need for more agents to handle the workload, while a very low average could indicate potential overstaffing or inefficiency.
Completed Tasks
- Type: Stacked Column Chart
- Function: Shows the total number of tasks completed, organized by type of task. When used alongside other tiles, this can be useful for evaluating the reach of your services as well as the efficiency of your agents.
Completed Tasks per Available Agent Hour
- Type: Combination of Column Chart and Line Graph
- Function: Displays the ratio of completed tasks to total available agent hours, providing insights into efficiency and productivity. This is also useful for workload management: If the number of tasks per hour is too low, it might suggest that agents are overburdened or encountering issues that slow down task completion.
Task Completion Rate
- Type: Line Graph
- Function: Illustrates the rate at which tasks are completed. When used alongside other tiles, this can be useful for evaluating the reach of your services as well as the efficiency of your agents.
% of Tasks Resulting in Conversation
- Type: Line Graph
- Function: Displays the percentage of tasks that led to a conversation, tracking trends in contact engagement. When used alongside other tiles, this can be useful for evaluating customer engagement levels as well as campaign effectiveness
Conversations
- Type: Stacked Column Chart
- Function: Tracks the total number of conversations by channel. When used alongside other tiles, this can be useful for evaluating customer engagement levels as well as the efficacy of your campaigns.
Avg Handle, Talk Time & Wrap Time Mins - All Completed Calls
- Type: Line Graph
- Function: Shows average handle time, talk time, and wrap time for all completed calls, providing an overview of agent efficiency.
Avg Handle, Talk Time & Wrap Time Mins - Answered Calls Only
- Type: Line Graph
- Function: Similar to the above tile, this shows average handle, talk, and wrap time for calls where a conversation was had. Monitoring handle time, when used alongside other metrics in this report, can help with customer experience analysis. Shorter handle times may suggest quick resolutions, whereas longer times might indicate more complex issues or potential inefficiencies in processes
Median Handle, Talk Time & Wrap Time Mins - All Completed Calls
- Type: Line Graph
- Function: Shows the median handle time, talk time, and wrap time for all completed calls, offering a typical value unaffected by outliers. Monitoring handle time, when used alongside other metrics in this report, can help with customer experience analysis. Shorter handle times may suggest quick resolutions, whereas longer times might indicate more complex issues or potential inefficiencies in processes
Avg. & Median SMS Task Handletime Minutes
- Type: Line Graph
- Function: Shows both average and median time taken by agents to handle SMS tasks, providing a comprehensive view of efficiency. Monitoring handle time, when used alongside other metrics in this report, can help with customer experience analysis. Shorter handle times may suggest quick resolutions, whereas longer times might indicate more complex issues or potential inefficiencies in processes
Reservation Acceptance Rate
- Type: Combination of Column Chart and Line Graph
- Function: Illustrates reservation acceptance rate, offering insights into how agents are managing reservation requests. A high acceptance rate suggests that agents are actively engaging with and taking on tasks, while a lower rate might indicate delays or reluctance in task acceptance
Avg. & Median Seconds to Accept Reservation
- Type: Line Graph
- Function: Shows average and median time taken by agents to accept reservations, evaluating promptness and efficiency. A lower average and median time indicate faster responsiveness, which is crucial in customer service environments where prompt response can significantly impact customer satisfaction.
Conversions & Conversion Rates from Conversations Only
- Type: Combination of Column Chart and Line Graph
- Function: Shows count of conversions and conversion rates from conversations. Conversions from conversations indicate how effectively agents are able to turn interactions into desired outcomes, whether that's sales, sign-ups, or resolving issues. This is a direct measure of the success of conversational strategies.
Conversions & Conversion Rate from All Completed Tasks
- Type: Combination of Column Chart and Line Graph
- Function: Similar to above, but shows conversion rate from all tasks, not just those with conversations. This is also an indicator of how many conversions are occurring without a conversation.
Campaign Specific Goal & CVR from Conversations
- Type: Combination of Column Chart and Line Graph
- Function: This tile is designed to track and display an overview of the success of campaigns in terms of goals achieved and conversion rates, specifically from conversations. More specific campaign information can be found on the Campaigns Dashboard. Note: For this tile to function properly you must set up important events for your campaigns. Please speak with your CSM to do this if you haven't already.
Conversions from All Completed Tasks per Available Agent Hour
- Type: Line Graph
- Function: This tile shows the average amount of conversions per available agent hour. When used alongside other tiles on this dashboard this can be useful as a broad overview of how effectively your agents are driving conversions.
Conversions During Calls
- Type: Line Graph
- Function: This tile shows the number of conversions that specifically happen while an agent is on the phone with a contact. When used alongside other tiles on this dashboard this can be useful as a broad overview of how effectively your agents are driving conversions and how much speaking on the phone impacts conversion rate.