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Changes in Agent Experience with Performance Dashboards
Changes in Agent Experience with Performance Dashboards

This article will run through the new Agent Experience with our new Performance Dashboard update

Matt avatar
Written by Matt
Updated over 2 months ago

Overview

In this article, we will discuss how the new Performance Dashboards will affect your agents. If you are curious to learn more about what is new with Performance Dashboards as a whole, check out this article here.

What were agents able to see before?

Historically, agents had to be granted access to a Performance Dashboard one table at a time. As an example, let's take the dashboard Agent Homepage v1.

In this dashboard, we have 3 tables available that we want to share with our agents:

  1. Homepage

  2. Area of Focus

  3. Appeals Focus

Before, agents would need to be granted access to each table individually, and these would appear as three separate tables like so:

On each table, an agent would see:

  1. A table containing the metrics that were shared

  2. A Coaching Session and To-Do widget

What can agents see now?

Agents were originally only shared on individual tables, and each individual table shared would also include a Coaching Session and To-Do widget.

In the future state, agents are now shared on the entire Performance Dashboard. Re-using the dashboard Agent Homepage v1, instead of having to provide an agent individual access to each table with the dashboard, you would now grant an agent access directly to the entire Agent Homepage v1 dashboard.

As a result, an agent will be able to see the dashboard organized in the same way you arranged it where each table is underneath the Agent Homepage v1 dashboard.

To illustrate this further, if the Agent Homepage v1 > Homepage tab only contained a single table, then the agent would only see a table on the Homepage tab.

Note: Coaching Session and To-Do widgets will no longer be automatically added to a table when it is shared with an agent.

What information can an agent see?

As mentioned, agents will be able to see the layout exactly as you designed, which means any tables, charts, or other widgets added will be visible to an agent. However, this does not mean that all data will populate for an agent.

Agents will still be limited to see their own data (determined by the Agent Profile linked to their User Account). In addition, agents may be limited to see data based on:

  1. Rubric access

  2. Role Permissions

  3. Template Access

As an example, if an agent is accidentally shared on a non-agent report like a Grader Report, no information will populate.

Note: If you have leaderboards set up, agents may be able to see how their teammates

are performing for metrics where a leaderboard is configured.

What widgets do agents have access to?

Agents will have access to the following widgets:

  1. Tables

  2. Chart visualizations

  3. To-Do Widget

  4. Coaching Widget

  5. QA Feedback Summary tables

  6. Coaching Session Breakdown Tables

Reminder: These widgets will only have information that an agent has access to

FAQ

What happens to tables that were shared with agents originally?

If you already shared individual tables with an agent, then we will convert these individual tables into a dashboard.

The table originally available will be visible, and the Coaching Session and To-Do widgets will be updated to match our the new design.

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