Last updated on Apr 6

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Agent Dashboard

The User Insight Dashboard is a visual tool that helps agents monitor and track key performance indicators to improve their work performance. It's customizable to fit the needs of the agent, team or company.

To access the User Insight Dashboard, follow these steps:

  1. Log in to the Samespace webapp using your credentials.
  2. The dashboard you'll see displays your call statistics.

Data Fields

The following table shows the different data fields available on the User Insight Dashboard and their descriptions:

Data Field Description
Conversations The number of conversations(calls/chat) agents have had.
Session Duration The length of time agents were logged in to the dock.
Productivity This metric indicates as to how productive the agents were
Session Breakdown This pie-chart gives a graphical representation of the agent's session breakdown
Busy Duration Graphical representation on the number of calls and chats received by the agent.

Agents can use these data fields to track their progress and make data-driven decisions to improve their work performance.