What's it for?

Agent Reported Issues are a great indicator of how well the service is performing, and the detail agents provide often brings clarity to specific issues that need focus.

Playbook 7 is an easy way to understand the trend of reported issues, the likely cause of individual issues and hence patterns impacting many.

How to use it?

Selecting a Pie Chart segment, contact_id or agent from the Agent Reported Issued list, filters the entire dashboard.

As an example..

The third issue in the list, is for Agent Andy who has logged a Poor Sound Quality issue.

Interestingly, there is flag against the #Input Change column (his headset changed during the call)

Selecting the contact_id filters the dashboard against the call in question and shows the Call, Network, Equipment, Errors, Logs, headset and Browser details.

For this call we can see the Headset changed to the PC microphone during the call, which is most likely the root-cause of the Poor Sound Quality issue.

Focus can now be given on the cause of this change - technical resolution or agent training.

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