So what does Agent00 look like to each individual agent in your contact centre? Using a standard web browser such as IE or Firefox, each agent can login to Agent00 and see a real time scorecard which updated throughout the day. The three things each agent will see clearly are Recognition, Performance and Rewards. Click the image on the right to see an expanded view of a typical screenshot.

On the left, the agent can see the current best perfromers of the day, by way of recognition. This in itself acts as a motivation for agents to be recognised by their peers as a top performer. In the middle, each agent will see a graph, or speedometer view of how they are perfroming against business expectations for the working day so far. They will also see short term, or daily bonus or reward figures displayed. On the right, the agent sees medium term and long term rewards available to them for achieving thier objectives, as well as daily statistics of performance.

Some companies like to use wallboards or projected views which can be seen by all agents and team leaders in the business. This is an expanded view of what can be seen on the agents browser screen above, and can cover not only daily performance leaders, but weekly leaders. It can even incorporate team leaders, where there are several teams in a contact centre. A typical wallboard view is shown on the left. Click on the image to see an expanded view of this image in a pop-out browser page.