Agent Performance Analysis for Training and Capacity Optimization

Last Updated: August 29, 2021

Most businesses falter and plateau after a certain time, however enormous the initial spell of growth was. While there may be many reasons, it’s mostly because they directed all their improvement efforts outwards. Businesses spend time addressing customer satisfaction, enhancing brand reach, and improving conversions. But doesn’t everything tie back to how effective your internal teams are in achieving these goals?

The best way to ensure consistent business growth is by analyzing agent performance, identifying bottlenecks, and motivating them to be better at what they do. You can use the results of the analysis as the cornerstone of your agent training and capacity optimization efforts.

Common Mistakes While Analyzing Agent Performance

Analyzing agent performance doesn’t end with calculating the number of tickets handled or how fast. It’s more complex than that. You need to watch out for these common mistakes:

  1. Analyzing data in silos: Whether it is resolution time, backlogs, or any other attribute, trying to measure performance in a one-dimensional manner may lead only to suboptimal decisions.  
  2. Decisions based on limited data: You need deeper visibility into agent performance across multiple important attributes. So if the data is limited, get more data. Don’t get down to decision-making.

How Do You Measure Agent Performance Effectively?

By agent segmentation.

Segmentation analysis is a popular concept that studies subjects divided into smaller groups or segments to understand their exclusive characteristics. Agent segmentation is a great tool for large support teams as it can help you identify individual bottlenecks and deliver more targeted guidance for improvement. The segmentation data is often visualized in what’s called a decision-making matrix, a map that evaluates an assorted list of data and corresponding decisions with greater objectivity. The decision matrix is typically a table with your options on the row and the factors you need to consider on the column.

Key Benefits of Segmenting Your Agent Performance Data

  1. Promote strategic thinking: Whatever attribute you analyze, the decision matrix provides four key areas of performance. You can approach each segment based on your immediate business needs. 
  2. Be Flexible in analysis:  You can add as many parameters as needed for your analysis. Later, when you have a different goal, you can revisit your analysis and change the course of direction.HappyFox Business Intelligence can help you generate dynamic decision matrix reports to intuitively understand your agents’ performance and inform future business decisions.

HappyFox Business Intelligence (BI) can help you generate dynamic decision matrix reports to intuitively understand your agents’ performance and inform future business decisions. Below examples show how.

How HappyFox BI Helps You Segment Agents

HappyFox BI provides you every tool you need to track, collect, and analyze your agent performance. As you create your decision matrix, you begin by including the dimensions of your interest.

When segmenting your agent performance data, choose the right attributes and dimensions. You can choose agents as the attribute to be segmented. Additionally, specify two numerical dimensions by which you want to segment your data, i.e., resolution time, ticket count, response time, or agent reply count, etc. Next up is marking the boundaries of each segment. HappyFox BI provides you great flexibility to define the boundaries of each segment by your preferred metric. You can go with the average, percentile, or static value. 

How to Turn Segmented Data into Decisions

The final and the most important step. Turn the data into decisions and then actions in order to leverage the goldmine that is your agent performance data. For example, here are some common actions resulting from an analysis that maps the ticket-handling capacity of agents.

  1. Reward High Performers: You notice agents who handle higher than average ticket volume and resolve tickets within relatively less time. Rewarding them would ensure continued excellence. 
  2. Ease Bottlenecks: You may find agents who cannot handle the typical ticket volume resulting in delayed resolution times. You need to find what’s blocking them from delivering their best and act accordingly. 
  3. Train Mediocre Performers: There may be agents who are more prone to backlogs and SLA breaches. These agents need due training and support to get out of the rut and enhance their potential.
  4. Leverage Available Capacity: Some agents may have been underestimated in what they can do. Now that you have realized it, you can let them take more responsibility or subject them to opportunities that push their creative limit.

In this example, for each of the quadrants, pointed initiatives to help the agents are taken. This level of clarity and objectivity is possible only with an exhaustive analysis such as agent segmentation. HappyFox BI gives you a hassle-free, hands-free way to convert valuable agent data into decisions that matter.

Future-proof Your Business Growth With HappyFox BI

The possibilities of analyzing agent performance with the decision matrix are endless. Only with an exhaustive tool like HappyFox Business Intelligence can you drive decisions that bring real-life results. Get a demo of HappyFox BI to see how suited it is to your business needs.