PE-GPR/9.0.0/Help/AgtVarReport - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:49Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:30Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Vivian: Published

2020-02-20T12:55:57Z

Published

WikiSysop at 13:46, January 17, 2020

2020-01-17T13:46:42Z

Vivian: Published

2019-12-20T21:27:55Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Agent Variance Report
|Platform=PureEngage
|TocName=Agent Variance Report
|ComingSoon=No
|Context=Success using Genesys Predictive Routing (GPR) depends on the presence of variance in agent performance for a target metric. The more variance between agents, the greater the impact of choosing better agents.
|Section={{Section
|sectionHeading=About the Agent Variance Report
|FAQHeading=What does the Agent Variance Report show me?
|Type=Structured
|alignment=Vertical
|gif=No
|structuredtext=The Agent Variance report actually produces two different graph types, depending on your choices as you configure the report:
* {{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=intra-agt|display text='''Inter-agent Variance'''}} - Shows how well individual agents perform, which enables you to see which are your highest-performing and weakest agents.
* {{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=agtVar|display text='''Agent Variance'''}} - Shows the range of agent performance for each category as specified in the '''Group By''' field. For example, if you group your report by location, you can see how your agents are performing in each location.

{{NoteFormat
|
*Predictive Routing supports report generation that includes up to 250 features (columns).
*For all reports, mandatory fields are marked with an asterisk.
}}
|fullwidth=No
|Status=No
}}{{Section
|sectionHeading=Generate an Agent Variance Report
|Type=Unstructured
|anchor=generate
|freetext=To create an '''Agent Variance''' report:
# Click '''Datasets''' on the top navigation bar.
# Click '''Analysis'''. This button is located on the right side of the top navigation bar.
# Choose the '''Per Agent Variance''' report type from the drop-down list.
# Select the settings you want to include in the report.
#* '''Target Metric:'''Choose the target metric from the drop-down list of metrics included in the selected dataset. The target metric must be of a numeric or Boolean type.
#* '''Agent ID:''' The Agent ID should be an identifier that uniquely and precisely distinguishes each agent included in the dataset.
#* '''Group By:''' Your selection here determines which type of graph output is generated.
#** The agent variance tool enables you to show variance between agents grouped by a categorical or a numeric variable, such as agent location, virtual queue, or seniority. To create such a report, select the appropriate parameter in the '''Group By''' field.
#** Alternatively, you can create an inter-agent performance analysis. In this case, you are analyzing how a specific agent performs in various contexts. To create this type of report, the '''Group By''' value should be the same as the '''Agent ID''' value.
#* '''Min Interactions Per Agent:''' Set this parameter to filter out agents that have too few interactions in the dataset records to give a meaningful picture of their performance. Genesys recommends that the minimum number of interactions per agent should be at least 10.
#* '''Number of Agents:''' Specify the number of agents for which you want to run this report. The default is 50 agents. GPR determines which agents to include by first filtering the pool of agents using the parameters you set when configuring the report, then by ranking the agents in descending order according to the number of interactions they have handled. The number of agents you specify here are then selected from the top of the resulting list.
# Click '''Run Analysis'''.
The result appears on the '''Reports''' tab. Information above the graph shows the parameters used to generate it. You can view it on the '''Reports''' tab or use the buttons to the upper right of the graph to export or delete the results.
* See {{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=about|display text=About the Agent Variance Report Graphs}} (below) for an explanation of the resulting report.
|Status=No
}}{{Section
|sectionHeading=About the Agent Variance Report Graphs
|Type=Structured
|anchor=about
|alignment=Vertical
|gif=No
|structuredtext=This report produces two different chart types, depending on what you select as the value of the '''Group By''' parameter: intra-agent variance or agent variance across categories.{{AnchorDiv|intra-agt}}
===Inter-Agent Variance===
When specify Agent_ID as the value for the '''Group By''' setting, the graph shows inter-agent variance with each agent functioning as its own "group". In this scenario, the highest potential for optimization occurs when you have tight vertical bounds, showing consistency in agent skills, and large horizontal variations, indicating that the mean values for these agents are very different.

In the Inter-agent variance graph, each red bar represents one agent.

[[File:perAgentVarianceReport.png|700px]]

Hover over the center red dot on any bar to view details about that item.

[[File:IntraAgtVarPopup.png|300px]]
* The '''Range''' indicates the numeric value of the mean (central dot), followed by the the standard error of the mean for the agent who is represented by the selected bar, showing agent performance for the specified Metric. The standard error of the mean is "a measure of the dispersion of sample means around the population mean" ({{#Widget:ExtLink|link=https://en.wikipedia.org/wiki/Standard_error|displaytext=Wikipedia, Standard Error}}).
* The '''Count''' is the number of interactions (or rows in the Dataset) and agent has that relate to the specified Metric.

{{AnchorDiv|agtVar}}

===Agent Variance Across Categories===
If you select any Group By value other than the agent ID, the result is shown in a box plot.
[[File:exampleBoxPlot.png|right|150px]]
* A large variation in the mean or median values along the ''horizontal'' axis means that the agent performs very differently depending on the selected interaction or customer category (whatever you entered as the '''Group By''' value).
* A large variation on the ''vertical'' axis means that agent performance varies a great deal within the category.

[[File:AgtVarBoxPlot.png|700px]]

If you hover over any box on the graph, a popup window shows the numeric values that are shown graphically in the box plot. Gray dots scattered above or below the box plot and its ''whiskers'' indicate outlier values.

[[File:AgtVarPopup.png|300px]]

'''Q''' in this window stands for ''quartile''. The numbers on the popup indicate the numeric value at which the respective quartile starts.
|fullwidth=No
|Status=No
}}
}}

@@ Line 5: / Line 5: @@
 |Context=Success using Genesys Predictive Routing (GPR) depends on the presence of variance in agent performance for a target metric. The more variance between agents, the greater the impact of choosing better agents.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=About the Agent Variance report

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Agent Variance Report
+|DisplayName=Agent Variance report
 |Platform=PureEngage
 |Section={{Section
-|sectionHeading=About the Agent Variance Report
+|sectionHeading=About the Agent Variance report
 |alignment=Vertical
 |structuredtext=The Agent Variance report actually produces two different graph types, depending on your choices as you configure the report:
-* {{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=intra-agt|display text='''Inter-agent Variance'''}} - Shows how well individual agents perform, which enables you to see which are your highest-performing and weakest agents.
-* {{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=agtVar|display text='''Agent Variance'''}} - Shows the range of agent performance for each category as specified in the '''Group By''' field. For example, if you group your report by location, you can see how your agents are performing in each location.
+*{{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=intra-agt|display text='''Inter-agent Variance'''}} - Shows how well individual agents perform, which enables you to see which are your highest-performing and weakest agents.
 {{NoteFormat
@@ Line 21: / Line 19: @@
 *For all reports, mandatory fields are marked with an asterisk.
 }}
-|fullwidth=No
+|FAQHeading=What does the Agent Variance Report show me?
 |Status=No
 }}{{Section
-|sectionHeading=Generate an Agent Variance Report
+|sectionHeading=Generate an Agent Variance report
-|Standalone=No
+|anchor=generate
 |alignment=Vertical
 |structuredtext=To create an '''Agent Variance''' report:
 # Click '''Datasets''' on the top navigation bar.
-# Click '''Analysis'''. This button is located on the right side of the top navigation bar.
+#Click '''Datasets''' on the top navigation bar.
-# Choose the '''Per Agent Variance''' report type from the drop-down list.
+#Click '''Analysis'''. This button is located on the right side of the top navigation bar.
-# Select the settings you want to include in the report.
+#Choose the '''Per Agent Variance''' report type from the drop-down list.
-#* '''Target Metric:'''Choose the target metric from the drop-down list of metrics included in the selected dataset. The target metric must be of a numeric or Boolean type.
+#Select the settings you want to include in the report.
-#* '''Agent ID:''' The Agent ID should be an identifier that uniquely and precisely distinguishes each agent included in the dataset.
+#*'''Target Metric:'''Choose the target metric from the drop-down list of metrics included in the selected dataset. The target metric must be of a numeric or Boolean type.
-#* '''Group By:''' Your selection here determines which type of graph output is generated.
+#*'''Agent ID:''' The Agent ID should be an identifier that uniquely and precisely distinguishes each agent included in the dataset.
-#** The agent variance tool enables you to show variance between agents grouped by a categorical or a numeric variable, such as agent location, virtual queue, or seniority. To create such a report, select the appropriate parameter in the '''Group By''' field.
+#*'''Group By:''' Your selection here determines which type of graph output is generated.
-#** Alternatively, you can create an inter-agent performance analysis. In this case, you are analyzing how a specific agent performs in various contexts. To create this type of report, the '''Group By''' value should be the same as the '''Agent ID''' value.
+#**The agent variance tool enables you to show variance between agents grouped by a categorical or a numeric variable, such as agent location, virtual queue, or seniority. To create such a report, select the appropriate parameter in the '''Group By''' field.
-#* '''Min Interactions Per Agent:''' Set this parameter to filter out agents that have too few interactions in the dataset records to give a meaningful picture of their performance. Genesys recommends that the minimum number of interactions per agent should be at least 10.
+#**Alternatively, you can create an inter-agent performance analysis. In this case, you are analyzing how a specific agent performs in various contexts. To create this type of report, the '''Group By''' value should be the same as the '''Agent ID''' value.
-#* '''Number of Agents:''' Specify the number of agents for which you want to run this report. The default is 50 agents. GPR determines which agents to include by first filtering the pool of agents using the parameters you set when configuring the report, then by ranking the agents in descending order according to the number of interactions they have handled. The number of agents you specify here are then selected from the top of the resulting list.
+#*'''Min Interactions Per Agent:''' Set this parameter to filter out agents that have too few interactions in the dataset records to give a meaningful picture of their performance. Genesys recommends that the minimum number of interactions per agent should be at least 10.
-# Click '''Run Analysis'''.
+#*'''Number of Agents:''' Specify the number of agents for which you want to run this report. The default is 50 agents. GPR determines which agents to include by first filtering the pool of agents using the parameters you set when configuring the report, then by ranking the agents in descending order according to the number of interactions they have handled. The number of agents you specify here are then selected from the top of the resulting list.
 The result appears on the '''Reports''' tab. Information above the graph shows the parameters used to generate it. You can view it on the '''Reports''' tab or use the buttons to the upper right of the graph to export or delete the results.
 * See {{Link-SomewhereInThisManual|topic=AgtVarReport|anchor=about|display text=About the Agent Variance Report Graphs}} (below) for an explanation of the resulting report.
 |Status=No
 }}{{Section
-|sectionHeading=About the Agent Variance Report Graphs
+|sectionHeading=About the Agent Variance report graphs
 |anchor=about
 |alignment=Vertical
 |structuredtext=This report produces two different chart types, depending on what you select as the value of the '''Group By''' parameter: intra-agent variance or agent variance across categories.{{AnchorDiv|intra-agt}}
@@ Line 62: / Line 59: @@
 [[File:IntraAgtVarPopup.png|300px]]
 * The '''Range''' indicates the numeric value of the mean (central dot), followed by the the standard error of the mean for the agent who is represented by the selected bar, showing agent performance for the specified Metric. The standard error of the mean is "a measure of the dispersion of sample means around the population mean" ({{#Widget:ExtLink|link=https://en.wikipedia.org/wiki/Standard_error|displaytext=Wikipedia, Standard Error}}).
-* The '''Count''' is the number of interactions (or rows in the Dataset) and agent has that relate to the specified Metric.
+*The '''Range''' indicates the numeric value of the mean (central dot), followed by the the standard error of the mean for the agent who is represented by the selected bar, showing agent performance for the specified Metric. The standard error of the mean is "a measure of the dispersion of sample means around the population mean" ({{#Widget:ExtLink|link=https://en.wikipedia.org/wiki/Standard_error|displaytext=Wikipedia, Standard Error}}).
 {{AnchorDiv|agtVar}}
@@ Line 70: / Line 68: @@
 If you select any Group By value other than the agent ID, the result is shown in a box plot.
 [[File:exampleBoxPlot.png|right|150px]]
 * A large variation in the mean or median values along the ''horizontal'' axis means that the agent performs very differently depending on the selected interaction or customer category (whatever you entered as the '''Group By''' value).
-* A large variation on the ''vertical'' axis means that agent performance varies a great deal within the category.
+*A large variation in the mean or median values along the ''horizontal'' axis means that the agent performs very differently depending on the selected interaction or customer category (whatever you entered as the '''Group By''' value).
 [[File:AgtVarBoxPlot.png|700px]]
@@ Line 80: / Line 79: @@
 '''Q''' in this window stands for ''quartile''. The numbers on the popup indicate the numeric value at which the respective quartile starts.
 |Status=No
 }}
 }}

PE-GPR/9.0.0/Help/AgtVarReport - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Vivian: Published

WikiSysop at 13:46, January 17, 2020

Vivian: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"