Agent Portal -- Quality and Satisfaction Trends

An agent with the appropriate license can view a graph that indicates the quality and satisfaction trends for both the agent and the workgroup. The trends are based on the quality and satisfaction results and are reported for the time period that the agent selects in the portal.

The graph contains a line for each of the following:

• Agent Quality Average

• Workgroup Quality Average

• Agent Satisfaction Average

• Workgroup Satisfaction Average

To view the number of interactions included in an average at a specific time, position the mouse pointer over the corresponding nodule on the trend line.

For more information about required licenses, see Access_to_Features_in_the_Agent_Portal.