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BrightPattern Releases Agent Metrics Dashboard
Agent Metrics Dashboard lets contact center representatives monitor their performance in real time.
Posted Dec 15, 2014
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BrightPattern has launched a new Agent Metrics Dashboard feature that displays personal performance metrics to agents in real time. The Dashboard is displayed as an animated slide show on top of ServicePattern's Agent Desktop and can be seen through the user interface at any time during the agent's standard transactions, including email, chats, video or voice calls.

Supervisors can configure a separate display per team, using a list of pre-defined real-time metrics, or counts of specific dispositions for selected services. They can also exclude other services, for example, those related to overflow calls, just to focus on core goals.

The Dashboard shows a set of service metrics for each of the services assigned to the agent's team, along with the agent's personal performance statistics.

The Dashboard display covers metrics across all media types supported by ServicePattern, including video (as part of the Rich Contact Experience), text, voice, and email.

"The capability for agents to see their up-to-the-minute performance indicators, combined with an incentive-based compensation plan, is a great productivity booster," said Konstantin Kishinsky, CEO of Bright Pattern, in a statement. "We are excited to offer this functionality as a standard feature, activated by just a couple of clicks. The competition factor, introduced by our ranking display, takes the performance even further by providing instant feedback and further empowering users."

BrightPattern recently integrated its Service Pattern software with Zingaya.


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