The agent performance dashboard gives supervisors a focused view of an individual agent within Team performance. It shows key performance metrics for the selected agent, highlights metrics where the agent may be lagging behind, and surfaces coaching insights based on the selected duration.

Metrics that need attention are highlighted as metrics to watch. These indicators also appear in the agent table so supervisors can identify agents who may need review before opening the detailed dashboard.

This article explains how to open the agent performance dashboard, how to use the metric cards and coaching insights, and how to drill down to interaction-level details for a selected agent.

Before you begin

• Your organization must have access to AI Quality Management.
• No separate Control Hub enablement is required for the agent performance dashboard.
• You must have supervisor access

Supervisors can open the dashboard from Team performance details.

To open the agent performance dashboard:

1. Open Team performance.
2. Go to the History tab.
3. Review the list of agents for the selected team and filters.
4. Select an agent to open the agent performance dashboard.

At the top of the dashboard, supervisors can view key performance metric cards for the selected agent. Based on the dashboard view, these cards can include metrics such as Talk ratio, Connected count, Connected duration, and Consult count.

Each card shows the selected agent's value and the corresponding team-level comparison value. This helps supervisors quickly understand how the agent is performing relative to the team.

Supervisors can customize the metric cards shown in the dashboard. The Customize cards option lets them choose whether to display 4 cards or 8 cards and select which metrics should appear for the selected view.

Use metrics to watch

If an agent is lagging behind on a metric compared to team average, that metric is highlighted as a metric to watch. Metrics to watch help supervisors identify performance areas that may need review or coaching.

These indicators are shown in the dashboard and also appear in the agent table so supervisors can identify performance gaps directly from the team view.

Supervisors can drill down from each metric card to review interaction-level data for that metric.

Use the metric card drill-down when you want to understand why a metric is high, low, or trending differently from the team average.

This helps supervisors connect summary metrics to the underlying interactions and use that detail as evidence during review and coaching.

The dashboard also shows coaching insight cards for the selected agent, such as What's going well and Performance tips.

Coaching insights are generated for the duration selected in the agent performance view. When the supervisor changes the duration, the insights are recalculated using the relevant interactions from the newly selected time range.

Supervisors can use the supporting interaction evidence to drill down to a specific interaction, open it in the interaction view, and review the recording, transcript, and interaction details as evidence for the insight.

This section answers frequently asked questions about using the Agent Performance dashboard for your organization.

1. Is Control Hub enablement required for the agent performance dashboard?

   No. Organizations that have access to AI Quality Management can use the agent performance dashboard without separate Control Hub enablement.

2. Where do supervisors open the dashboard?

   Supervisors open the dashboard from Team performance details by going to the History tab and selecting an agent from the agent list.

3. Can supervisors change which metric cards are displayed?

   Yes. Supervisors can customize the dashboard to show either 4 cards or 8 cards and select which metrics appear.

4. What are metrics to watch?

   Metrics to watch are performance indicators that highlight areas where the agent may be lagging behind. They appear in the dashboard and in the agent table.

5. Can supervisors drill down to interaction-level data?

   Yes. Supervisors can drill down from metric cards to review interaction-level details for each metric.