ADP
Accès Intelcia
Real-time Assist
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Performances follow-up agent : agent_demo
AI evaluation
Supervisor evaluation
Daily objective
Number of calls today
22% (12/54)
Average handling time
4'32" (max : 5'30")
Date of next coaching session
21/12/2023
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Coaching
Apprenez à faire de meilleures ouvertures à la fin d'un appel.
Feedback
Check the details and confirm them correctly. There have been inconsistencies in the repetition of address and name; make sure you confirm these correctly with the customer.

Maintain a professional tone. Use more formal terms and avoid unnecessary sentences for a smoother, more professional communication.
Your performances this week
FCR
71%
-4%
AHT
4'48"
-12"
Avrg hold time
1'23"
+9"
Avrg calls / day
56
+2
CSAT
81%
+1%
% Time on call
64%
-3%
Area of opportunities
The rep failed at countering a pricing objection
59% (72/122)
The rep failed to accurately confirm the customer's address and details.
28% (40/143)
Celebrations
You quickly identify the need and provide a clear response.
96% (251/260)
You maintain a polite and respectful attitude throughout the call.
95% (247/260)
You inform the customer of the situation and the next steps, building trust.
88% (223/253)