Overview
Standing windows
Four standing windows, each against the equivalent stretch immediately before it. These ignore the period filter, so this row always answers "how are we doing now" however the rest of the page is sliced. Handle time falling is an improvement, so green is down.
Against target
Unlike the row above, this counts the agents in the selection you have chosen, so it moves with the filters.
How agents are spread
Every agent in the current selection, ordered from fastest to slowest average handle time. Agents in the slowest 10% are flagged for coaching.
XINNACE Scorecard
Six consecutive periods: the first three set a baseline and the last three are scored one at a time, so the question is not only whether the target was met but whether performance is moving the right way. It always reads six consecutive periods, and the period filter chooses which six: the window ends at the period you have selected, so picking a month scores the six ending with it. It follows the department, manager and agent filters too.
2.5 target achieved 1.5 missed, better than baseline and the period before 1 missed, better than one of them -2.5 missed, better than neither
Three scored periods, so the total runs -7.5 to 7.5. 5.0 and above is meeting or exceeding, above 0 is improving, 0 or below needs attention. Nobody reaches the top band on improvement alone: missing target three times caps the total at 4.5. Read the full methodology.
Movement over time
Day-on-day, week-on-week and month-on-month change, for the company as a whole or broken down by department or manager. Handle time and volume stay on separate axes so neither distorts the other. These charts always cover the whole file — click any point to filter the rest of the page to that period, and click it again to go back. The selected period stays marked here so you can see what you are looking at.
| Overall | Latest AHT | Previous | Change | Latest calls | Change | Direction |
|---|
Teams
Departments and managers, ordered slowest first. Bars are direct-labelled so the figures are readable without reference to the axis.
Where the time goes
Handle time splits into talking to the customer, wrap-up after the call, and time the customer spends on hold. The split shows which lever is worth pulling.
Flagged for coaching
| Agent | Department | Manager | AHT | vs median | Calls | Per day | Likely driver | Status |
|---|
Consistently below standard
| Agent | Department | Weeks over | Share | AHT | Status |
|---|
| Manager | Agents | Weeks over | Share | AHT | Status |
|---|
Every agent
The full table behind the charts. Click a column heading to sort.
| Agent | Department | Sub-department | Manager | AHT | Talk | Wrap | Hold | Calls | Per day | Status |
|---|
Commentary
Compare two periods
The same selection in both, so what changed is the figures and not who is in them. The page's own filters apply here too.
Source data
The files this report was built from, newest first
Version history
One version for each upload of new figures, and what it changed