Envision Debuts Net Performance Score

Envision, a provider of customer relationship software, has introduced Net Performance Score, a multidimensional analytics summary report that brings together data from several different inputs to present managers with a comprehensive agent performance summary.

The Net Performance Score combines the following data, calculates one score and presents it in a single report:

  • Quality evaluation includes measurements from quality monitoring and agent evaluation scores.
  • Schedule adherence displays how in-line the agent is to the published schedule, which comes from the workforce management system.
  • Desktop efficiency analyzes the agent’s workflow during an interaction and compares it to the expected norm in their organization.
  • Speech analytics provides information about the customer conversation by determining whether the agent communicated required content or avoided prohibited content during the interaction.
  • Customer surveys measure how the interaction was viewed from the customer perspective, which is compared with the internal evaluation of the interaction.