Agent effectiveness parameter is present in analytics section of Tookan dashboard.
There are three key metrics that provide a closer look to understand Agent Effectiveness.
Time Based Activity – This metric shows the Total Time spent In-Transit vs Idle.
Distance Based Activity – This metric shows the total distance traveled during tasks vs Idle.
Time Based Productivity – This metrics shows the productivity of the agent based on the time taken by him to complete the task.
Analytics tool in Tookan helps to analyze the agent effectivenes , tasks completion ratio , agent’s performance on the basis of tasks performed whether completed , cancelled , failed or in progress .
The very basis of business evaluation is based on agent’s performance and number of tasks processed in a particular given interval. you can also download the report for any required parameter , you just need to click on the dropdown available along with each header as shown in the screenshot mentioned below:
Similar to Effectiveness section in the analytics part, we have various other sections as well which are listed below :
1> Real Time
2> Task analysis
6> Pricing and Earning and merchant stats .
This is all for agent effectiveness section , hope this helps , thanks !!