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Agent Variance Report

Success using Predictive Routing 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. The amount of variance is shown using box plots. Note that the target metric for this report must be of a numeric or boolean type.

ExampleBoxPlot.png

A large variation in the mean or median values along the horizontal axis means that the agent performs very differently depending on the interaction/customer context (whatever the operators you enter). A large variation in the vertical axis means the agent performance is going to be noisy for these inputs. This might be because the agent is erratic, or because there are other factors of the input context that are important to the outcome that are not captured in the data. For a single agent data set, tight vertical bounds and large variations horizontally are best, since that type of result means there is a lot of potential for optimization when an agent handles the best interaction.

PerAgentVarianceReport.png

Generate an Agent Variance Report

1

To create an Agent Variance report:

  1. Click Datasets on the top navigation bar.
  2. Click Analysis. This button is located on the right side of the top navigation bar.
  3. Choose the Per Agent Variance report type from the drop-down list.
  4. 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.
    • Agent ID: The Agent ID should be an identifier that uniquely and precisely distinguishes each agent included in the dataset.
    • Group By: The agent variance tool enables you to show variance between agents grouped by a categorical or a numeric variable, such as agent location or seniority. To create such a report, select the appropriate parameter in the Group By field. Alternatively, you can create an 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.
  5. 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.

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This page was last modified on 9 August 2018, at 14:16.