Agent Performance Visualizer Definitions

Module: Reports

Path: Reports > Performance Reports > Agent Performance Visualizer 

Topic: Agent Performance Visualizer 

Version(s):  5.1 and up

Editions: All

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What Is Agent Performance Visualizer

This report is based on calls that are created when an agent enters the new order screen (not call collector calls). It will only show employees who have taken a call/order in the date range. There is also a setting for only showing users who are logged in. If thresholds are set the cells will be red when they do not meet the threshold.

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Making The Connection

Where Will I See This Within OLX?

What Imports/Exports Relate to Agent Performance Visualizer ?

1. At this time there are no imports/exports related to the report
   

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Setup

Tool Bar

Utilizing the buttons on the tool bar  you can: 

Go back to the previous screen 

Add new 

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Filter

You can use the filter options to narrow down the displayed selections.

1. Profile
   
2. UserID
   
3. Visibility

Add additional filters by click the Add button 

Apply the filtered selections by clicking Apply Filter 

Remove the filtered selections by clicking Remove Filter 

To show inactive accounts in the displayed records check Show Inactive 

You can set the number of records to be displayed 

 

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Add New

1. To edit an existing record, click on the edit pencil next to the record you wish to edit.
2. To add a new record, click on the Add New button in the blue module bar.
   
1. A new window will pop up.

1. Click on Options to set configurations
   
1. see below

Preview

Clicking on the edit  icon will allow you to view the associated dashboard, as well as update/adjust configurations.

Report Definitions

Using Calendar Icon to Set Date(s) is a good article to review when running reports manually or scheduling for automation.

Options

clicking on  Refresh button will update the data to current time.

clicking on  Options button will display a pop with available filters:

Setting Filters

Filter	Definition
Stats Title
Date Range	The date the call/order came in
Time Range	The time the call/order came in
Data Calculations	Gross Adjusted
Auto Refresh	disabled 30 seconds 1 Minute 5 Minute
Threshold Override	Employee Only - When Employee is selected only the employee rows will show threshold information. Campaign Only - When Campaign is selected only campaign rows will show threshold information, but the employee row will indicate if there is a campaign threshold not met underneath it by appearing orange. Employee and Campaign
Auto Adjust to Today's Date	checked - When this is selected the visualizer will automatically adjust to the current date when opened unchecked
Only Show Logged in Users	checked - When this is selected the visualizer will only display information for users that are currently logged in unchecked
Include Shipping in Revenue	checked unchecked
Show Charts	checked unchecked

Campaigns

The campaign of the source of the call/order

Single arrows move highlighted Campaign(s) to the other side

Double arrows move ALL Campaigns to the other side

To select a campaign to be generated on the report:

1. Highlight the Campaign name from the Available list 
   
1. click the right single arrow to move it to the Selected list
   
2. To select multiple Campaigns, click on the first Campaigns desired and press and hold the CTRL button on your keyboard while selecting additional Campaigns
   
1. click the right single arrow to move it to the Selected list
   
3. To move all of the Campaigns from Available to Selected click the right double arrows
   

To move a campaign out of the Selected list, repeat the steps above and click the left facing arrow(s).

Teams

The team of the employee who took the call/order

Single arrows move highlighted Team(s) to the other side

Double arrows move ALL Teams to the other side

To select a team to be generated on the report:

1. Highlight the Team name from the Available list 
   
1. click the right single arrow to move it to the Selected list
   
2. To select multiple Teams, click on the first Teams desired and press and hold the CTRL button on your keyboard while selecting additional Teams
   
1. click the right single arrow to move it to the Selected list
   
3. To move all of the Teams from Available to Selected click the right double arrows
   

To move a Team out of the Selected list, repeat the steps above and click the left facing arrow(s).

Thresholds Filters

Thresholds must be checked to be displayed, if override is not selected the statistics set up in the campaign will be used. If override is selected what is entered in the override column will be used

Tiles to Show

Setting	Definition
Check/Uncheck All	checked - all tile options will be selected and will display unchecked - tile options require manual selection, else will not display
Orders (Close Rate)	checked - will be displayed unchecked - will not be displayed
Orders (Close Rate) (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Up Sells	checked - will be displayed unchecked - will not be displayed
Up Sells (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
X Sells	checked - will be displayed unchecked - will not be displayed
X Sells  (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Add Ons	checked - will be displayed unchecked - will not be displayed
Add Ons  (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Rush	checked - will be displayed unchecked - will not be displayed
Rush  (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Auto Rate	checked - will be displayed unchecked - will not be displayed
Auto Rate (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Lead Rate	checked - will be displayed unchecked - will not be displayed
Lead Rate (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
E-mail Rate	checked - will be displayed unchecked - will not be displayed
E-mail Rate (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Rev Per Order	checked - will be displayed unchecked - will not be displayed
Rev Per Order (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Rev Per Call	checked - will be displayed unchecked - will not be displayed
Rev Per Call (below)	Override checked - what is entered in the override column will be used unchecked - statistics set up in the campaign will be used
Campaign Level Calls: Close Rate, Lead Rate, E-mail Rate, Rev Per Call	Thresholds will only be displayed for close rate, lead rate, email rate, and rev per call for employees who have at least as many calls as selected.
Campaign Level Orders: XSell Rate, UpSell Rate, AddOn Rate, Rush Rate, Auto Rate, Rev Per Order	Thresholds will only be displayed for Xsell rate, upsell rate, addon rate, rush rate, auto rate and rev per order for employee who have at least as many orders as selected

Favorites

Setting	Definition
Profile Drop Down
Name Field
Public	checked unchecked
Load Profile
Save Profile
Delete Profile

Grouping/Report Layout

Grouping	Definition
Employee	The employee that took the call/order
Campaign	The campaign of the source of the call/order
(DNIS) TFN	The DNIS and Toll-Free Number of the source of the call/order

 Column Definitions

Column	Definition
Employee	The employee that took the call/order
Campaign	The campaign of the source of the call/order
(DNIS) TFN	The DNIS and Toll-Free Number of the source of the call/order
Status	The current timecard status of the employee, In, Out, On Break, On Lunch or Unknown
Ans	The number of calls in the date range
Ords	The numbers of orders in the date range (does not include auto generated orders)
Close	# Ords / # Ans
# Xsell	Based on system preference will either be number of XSL items on each order or number of orders that had at least one XSL item
% Xsell	# XSL / # Ords
# UpSell	Based on system preference will either be number of USL items on each order or number of orders that had at least one USL item
% UpSell	# USL / # Ords
# AddOn	Based on system preference will either be number of ADD items on each order or number of orders that had at least one ADD item
% AddOn	Based on system preference will either be # ADD / # Ords or # ADD / # CC Orders (Net Orders)
# Rush	The number of orders that had at least one RSH item or item that was rushed (isRush bit set to true)
% Rush	Based on system preference will either be # RSH / # Ords or # RSH / # CC Orders (Net Orders)
# Auto	The number of orders that had at least one CTY item or item that spawned an autoship sequence
% Auto	Based on system preference will either be # CTY / # Ords or # CTY / # CC Orders (Net Orders)
# Lead	The number of calls that did not result in a sale and had customer first name, last name, address, city, state, zip and phone number
% Lead	# Lead / (# Ans - # Ords)
# Email	The number of calls that had a valid email address
% Email	# Email / # Ans
$ Prd Rev	Quantity * UnitPrice of the orders
RPO	Rev / # Ords
RPC	Rev / # Ans
Rev	(Quantity * UnitPrice) + Shipping + tax of the orders

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Copyright 2019
Revised 5.04.2026

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