AGENT PERFORMANCE DASHBOARD

Track and improve performance  

Assembled’s agent performance dashboards equip you with the tools to monitor and enhance agent performance across in-house and outsourced teams. With real-time visibility into key metrics and a suite of powerful reports, empower your team to deliver consistently exceptional customer experiences and meet service level agreements (SLAs) with confidence.

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Gain full visibility into agent performance metrics  

Measure what matters most, in real time 
Track critical KPIs like adherence, average handle time (AHT), first response time, and case resolution rates — all in one place, enabling quick course corrections and long-term strategy planning.
Empower your team with actionable scorecards  
Our agent scorecards break down performance metrics into easy-to-digest visuals for any contact center environment. With detailed insights into agent behavior, managers can identify top performers, address areas of improvement, and provide data-driven coaching.
Customize KPIs for your unique goals  
Assembled’s dashboards let you define KPIs that matter most to your business. Whether it’s CSAT, adherence, or cost per case, customize metrics to align with your team’s goals and track progress over time.

Insights that connect agents to customer satisfaction  

Link performance to CSAT  
‍Understand how your agents’ actions impact customer satisfaction. Assembled integrates CSAT and other customer feedback into performance dashboards, helping you identify which behaviors drive positive outcomes.  

‍Diagnose SLA misses and fix issues fast  
‍When SLAs are missed, identifying the root cause is critical. Assembled makes it easy to diagnose SLA pitfalls by showing how factors like staffing, volume spikes, and handle time influence performance. This insight helps you make smarter, data-driven adjustments to improve results.

‍Foster continuous improvement  
With detailed metrics and trends, refine your processes, coach your agents, and implement changes that improve the experience for both your customers and your team. Leverage Assembled’s powerful analytics to create a flywheel of improvement and success.

Build a foundation for agent and team success  

Assembled’s real-time dashboards give you up-to-the-minute data on agent activity, adherence, and workload. Quickly adjust to fluctuating customer demand, ensuring agents are positioned to succeed during every shift.  

  • Team performance report: Evaluate team metrics such as adherence, occupancy, and SLA compliance to identify trends and inform coaching
  • Heatmap report: Identify peak and low activity periods with color-coded visualizations of volume and staffing patterns, helping you optimize resource allocation.
  • Forecast vs. actual report: Compare predicted workload with actual activity to improve forecast accuracy and staffing decisions.
  • Agent scorecard: Dive into individual agent metrics, from handle time to escalation rates, to support targeted feedback and improvement.
  • Schedule analytics report: Analyze utilization, shrinkage, and more to understand how schedules impact overall team performance.

Why use Assembled's agent performance dashboards

Unparalled visibility
View key performance metrics in real time across in-house and outsourced teams, all from a single dashboard.
Comprehensive reporting
Access detailed reports like team performance, heatmaps, and forecast vs. actual to gain actionable insights, all customizable to your needs.
Empowered, productive agents
Help agents succeed with transparent scorecards and actionable feedback that drives improvement and accountability.

Frequently asked questions

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Want to know how Assembled can help your team rise to the occasion? Set up time with us to learn more!

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