By navigating through this section, you’ll gain a comprehensive understanding of agent performance, call ratings, and insights that can help improve team efficiency. This guide is designed for managers and team leads looking to analyze agent data effectively.
Exploring the Agent Section
1. Navigating to the Agent Page
Go to Agents
On the left-hand side, click on the "Agents" section.
All agents within the organization will be displayed.
2. Viewing Agent Overview
Overview of Call Ratings
To the right, you will see an overview of all the different call ratings among the agents.
You will also see the average call sentiment, which shows the levels of positivity, neutrality, and negativity in conversations.
3. Filtering and Sorting Agents
Filter Agents
At the top of the page, you have the ability to filter the agents you want to see.
For example, you can filter agents who make $100K, use Zillow Flex, and set appointments.
You can also filter agents who make outbound calls.
Data Aggregation
Once you apply filters, all the data will be aggregated similarly to the home screen.
Sort Agents
You can sort calls by age in ascending or descending order.
For example, you can sort to see agents who make the most calls.
The average call rating for each agent will also be display