Agent and analyst performance
This dashboard shows visual reports related to Agent and Analyst Performance results.
Fraud Analyst Performance grid
The following table describes the elements of the Fraud Analyst Performance grid:
| Element | Description |
|---|---|
| Visualization | Fraud Analyst Performance grid |
| Description | Displays the total assigned and closed session ratio for each fraud web analyst, including the verdict types, sorted by descending assigned sessions. Data refers to a specific scope. |
| Type | Table |
| Custom Widget | Created using the Vega-Lite language. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | The verdict shouldn’t be equal to ENGAGEMENT_VERDICT_UNSPECIFIED or ENGAGEMENT_VERDICT_NOT_SET. |
| Linkable Entity | None |
Fraud Analyst Performance (Top 10) bar chart
The following table describes the elements of the Fraud Analyst Performance (Top 10) bar chart:
| Element | Description |
|---|---|
| Visualization | Fraud Analyst Performance (Top 10) bar chart |
| Description | Displays the closed session ratio for fraud web analyst. The Histogram bar is limited to the top-10 analyst sorted by descending closing ratio. Data refers to a specific scope. |
| Type | Bar chart |
| Custom Widget | Created using the Vega-Lite language. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | The verdict shouldn’t be equal to ENGAGEMENT_VERDICT_UNSPECIFIED or ENGAGEMENT_VERDICT_NOT_SET. |
| Linkable Entity | None |
Opt-outs by Agent grid
The following table describes the elements of the Opt-outs by Agent grid:
| Element | Description |
|---|---|
| Visualization | Opt-outs by Agent grid |
| Description | Displays the total opt-outs for each agent. The Histogram bar is limited to the top-10 Agents sorted in ascending mode. Data refers to a specific scope. |
| Type | Table |
| Custom Widget | Created using the Vega-Lite language. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER and FACTOR_TYPE_OPT_PERSON_OUT and Factor Status Code as OK. |
| Linkable Entity | None |
Opt-outs by Agent (Top 10) bar chart
The following table describes the elements of the Opt-outs by Agent (Top 10) bar chart:
| Element | Description |
|---|---|
| Visualization | Opt-Out by Agent (Top10) bar chart |
| Description | Displays the total opt-outs for each agent. The Histogram bar is limited to the top-10 Agents sorted in ascending mode. Data refers to a specific scope. |
| Type | Bar chart |
| Custom Widget | Created using the Vega-Lite language. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER and FACTOR_TYPE_OPT_PERSON_OUT and Factor Status Code as OK. |
| Linkable Entity | None |
Suspicious Sessions by Agent grid
The following table describes the elements of the Suspicious Sessions by Agent grid:
| Element | Description |
|---|---|
| Visualization | Suspicious Sessions by Agent grid |
| Description | Displays the total opt-outs for each agent, sorted by ascending order. Data refers to a specific scope. |
| Type | Table . |
| Custom Widget | Created using the Vega-Lite language. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER and FACTOR_TYPE_SUSPICIOUS_SESSION and Factor Status Code as OK. |
| Linkable Entity | None |
Suspicious Sessions by Agent (Top 10) bar chart
The following table describes the elements of the Suspicious Sessions by Agent (Top 10) bar chart:
| Element | Description |
|---|---|
| Visualization | Suspicious session by Agent (Top 10) bar chart |
| Description | Displays the total suspicious sessions by agent, sorted by descending order. Data refers to a specific scope. |
| Type | Bar chart |
| Custom Widget | Created using the Vega-Lite language. |
| Filter | Engagement creation timestamp (date and time) |
| Implicit Filter | The widget selects SESSION_TYPE_CALL_CENTER and FACTOR_TYPE_SUSPICIOUS_SESSION. |
| Linkable Entity | None |