Agent Routing Reports: Manage Agent Profiles for Case Routing Recommendations

This report helps you view and manage the agent profiles. These agent profiles are created based on the classification model.

The agent recommendations are shown on the Cases Likely to Escalate (in Salesforce only) to facilitate cases routing. EP does the majority of the task for you. It analyzes the case data and run it through the agent profiles to identify the best agents to handle a case. The feature is explained in detail in Escalation Predictor Reports in Salesforce

The agent profiles consists of the following details:

1. Image shows the initials of the First and the Last names.

2. Full Name displays the complete name of support agent.

3. Email Address shows the email ID of the respective agents.

4. Language shows the list of language(s) that the agent has the proficiency in.

5. Time Zone shows the time zone that an agent works in.

6. Open Cases shows the number of cases that are currently open with an agent.

7. Customer Sentiment shows the overalll customer satisfactions percentage of an agent.

8. Projected weekly cases shows the average number of cases that an agent receives in a week.

9. Average Time taken to close case is the number of days taken by an agent, on average, takes to close a case.

The list of agents can be filtered based on three options:

1. Languages. You can select the language(s) based on which you want to see the list of agents.

2. Time Zone. You can select a time zone to sort the list of agents.

3. Customer Sentiment. You can select a emoticon (Positive, Neutral, and Negative) to filter the list of agents.

Select filter values and click Apply to view the filtered list of agents. Click Reset to remove the applied filters.