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titleInbound Call Disposition Report

Inbound Call Disposition Report

  • Shows the number of Dispositions over selected time frame

  • Shows the % of total calls were used for each disposition over selected timeframe

  • Warning: If large date ranges are selected, it is likely some agents will come back more than once due to team changes, etc.

  • This is full of potential coaching opportunities. For example, if pulled over the course of a month, it is easy to find outliers for the following dispositions:

    • % Call Disconnected - Call customer back right away - Does the agent have internet problems?

    • % Callback Pipeline Created - If close to 0%, why is the agent apparently not setting up Pipeline?

    • % Did Not Connect - Call Failed - Agent has internet problems? Agent purposefully hanging up right away and blaming on Call Failed?

    • % Has Insurance - Not Interested - Being Outlier in Not Interested categories may indicate lack of closing skills.

    • % Not Eligible - Other - May indicate lack of ability to identify SEPs

    • % Missed Direct Inbound - Timeout - This one is huge. Having any missed calls here is an indication of not being at desk, ready to answer a call. Agents should be coached for anything over 5% and CAPs for over 10% for call avoidance.

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titleUser Intraday KPIs Aggregate

User Intraday KPIs Aggregate

  • This report is crucial because it shows each agent’s CR as the day progresses.

  • It identifies agents running through calls so we can pull for coaching.

  • Filter for your team and manage them with this report.

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titleHistorical Performance Report - Activity & Granularity Breakout

Historical Performance Report - Activity & Granularity Breakout

  • This is report includes agent status time and enrollment data so it is a great overview of overall performance.

  • However, it does not include training time. Therefore, this report cannot be used for an accurate calculation of the 85% Productivity metric.

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titleMedicare App Report

Medicare App Report

  • This report shows

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  • each app by each agent over the selected timeframe.

  • Notice, some policies show an enrollment code and SEP code but some do not.

  • Those that do not show and enrollment code and SEP code are not legitimate enrollments.

  • The “Historical Performance Report” counts the the non-enrollment code/SEP code situations…but it should not do this.

  • Some agents may know how to get invalid “submits” to show up on the “Historical Performance Report,” but we use this report to filter those out on EOW reporting.

  • This report is also useful for seeing enrollment reasons selected. If you see invalid enrollment reasons such as OTH or CSP then you have found an urgent coaching opportunity.

  • The Sunfire Enrollments Lookup is similar in that it lists each individual enrollment for each agent but the Sunfire report duplicates some of the enrollment codes (ie inaccarate) and is limited in info relative to this report so the Sunfire report may not be needed as long as this report is available.