Contact Lens now provides managers with an agent performance evaluation dashboard, to view aggregations of agent performance, and insights across cohorts of agents over time. With this launch, managers can access a unified dashboard on agent performance across evaluation scores, productivity (e.g., contacts handled, average handle time, etc.) and operational metrics. Through detailed performance scorecards at both team and individual levels, managers can dive deep into specific performance criteria, and compare performance with similar cohorts and over time, to identify agent strengths and improvement opportunities. The dashboard also provides managers with insights into agent time allocation and contact handling efficiency, so they can drive improvements in agent productivity.

This feature is available in all regions where Contact Lens performance evaluations are already available. To learn more, please visit our documentation and our webpage. For information about Contact Lens pricing, please visit our pricing page.