Looker

When to use Looker

• Generally speaking most reporting needs of a supervisor should be covered in the CXP Reporting Center to allow supervisors to remain focused on live-listening and coaching their agents.

• The information provided in this section should equip supervisors with the ability to pull additional info not provided in the CXP Reporting Center.

• It may be a tendency for some to over-analyze data (aka analysis paralysis). Please maintain focus on the calls and DO NOT get lost in the data!

Sections

Each report has three sections (Filters, Visualization, Data) which may be expanded by clicking the small arrow to the left as shown in the screenshot below.

Open

Visualization and Data are almost the same so we will ignore Data

Filters

Only 3 items in the Filters section may need adjusting:

1. Date Granularity - It is recommended to always make this “quarter.” If you wish to pull for a week’s worth of data and the granularity setting is “Daily” then it will pull each agent 5 times, once for each of the 5 days.

2. If you want to pull yesterday only, toggle to “Is on the day” and select yesterday’s date.

   1. If you want to toggle for a date range, select, “Is in range” and select the range.

   2. Warning: Notice the second date of the range says “until (before).” You must select the date AFTER the last day you wish to pull for. For example, in the screenshot below, the report will pull June 20-24. It will NOT include the 25th.

3. Enter your name if you want to pull for your team.

   1. Warning: You will not be able to pull info for agents who were recently assigned to you in Looker for dates before they were assigned to you. You’d have to include whichever TL was assigned previously, or leave the section blank to pull all agents across all teams.

Open

After selecting the filters, click “Run”

Visualization

Displays the data after the report Runs. To download into excel, click the cog-wheel next to Run followed by “Download”

Toggle to CSV and click Download

Status Change Report

• This may be your most effective tool for identifying potential unethical time usage situations.

• It shows, in chronological order, each time an agent moved from one status to another, including the duration stayed in that status.

• The report shows the number of seconds in each status. A bit of excel knowhow is needed to make the report more user-friendly by creating a minute and an hour column (divide seconds by 60 for min and divide min by 60 for hours).

• This report generates a large number of rows and Looker settings limits how many rows can be returned. Therefore, you are limited on the number of days you can pull for your team. Depending on how many agents worked and how often they alter statuses, you can probably pull 2-5 days at most.

• Important: This is one report that requires viewing the “Data” dropdown because, be default, looker pulls back 500 rows. Select the date range (1) and change the “row limit” (2) to 5000 (Looker’s limit) as shown in the screenshot below:

• Pulling one day should be sufficient to see ‘a day-in-the-life’ of an agent’s activity.

• Download into Excel.

• Create a Minutes column (divide seconds by 60).

• Create an Hours column (divide minutes by 60).

• Sort “Start Time” from A-Z (earliest to latest time chronologically).

• Filter for the agent your are meeting with. To do this:

  • Click the ‘data’ dropdown' followed by the cog-wheel for ‘agent name’ followed by ‘filter’
    
    

    You should now see the “Agent Name” filter option in the “Filters” section which allows you to select for a single agent.
    
    

• Enter the name of the agent whose status usage you are reviewing.

• Walk through their “Day-in-the-life”

• This exercise will shine the spotlight on shady Productivity practices.

• The screenshot below demonstrates one example of what to watch for. The casual observer may overlook the fact that the “Disposition Status” was abused this day. The agent seemingly takes advantage of the Disposition status with a few minutes here and a few there. But the total sum of hours in Disposition adds to 1.48 Hrs.

• Taking the total Disposition Minutes (1.48 hrs *60 = 89 min) divided by the total number of calls (27 as indicated by the Historical Performance Report shown below) suggests the agent spent an average of 3.3 min in Disposition status. This is very excessive. There should not be more than 1 min in this status on average.

   

• Here is another example of how to utilize this report. The daily CR-Productivity report shows some agents who struggled with CR and were pulled for additional coaching time (ie lines 14-17). It is apparent why their Productivity may have been low. What about the agent on line 5 with 75% Productivity? 1 Submit, 7 IB Calls, 3 outbound calls, and 75% Productivity…there were no trainings scheduled this day. Maybe there were extensive coaching sessions…if so, you would know as their coach.

• Here is a detailed view of the agent from row 5 above:

• Each yellow highlight is a red flag.

  • Lines 8-9: Why does it take 2.3 minutes to disposition a call which lasted .6 min?

  • Lines 12-14: Why does it take 3.2 min to disposition a 1.5 min call followed by 10.7 min of offline time?

  • Line 18: Why 3.4 min to disposition the last 8.4 min call?

  • Lines 25, 27, 29, 59: Sum is 235 min. Max training time for Bridge trainings this week should not have exceeded 120 min which is generous. Why did this agent take 2x longer than needed for training this week on one day alone?

  • Line 28: 34 min offline. The agent granted herself a bonus lunch break?

  • Line 30: Another 34 min offline. Another bonus lunch??

  • Line 32: Agent used one, 33 min break instead of two, 15 min breaks per attendance policy.

  • Line 45: 4.2 min Disposition needed + 4.2 min offline?

  • Line 58: 1 min lunch?

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.

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.

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.