Analytics | Agent Smart Benchmarking dashboard

The Analytics | Agent Smart Benchmarking dashboard provides a detailed view of individual agent contact handling patterns, including contact volume, duration, hold time, pause (recording pause) behaviour, and phrase detection. It is designed to help supervisors and quality managers benchmark agents against each other and against their own historical performance, surfacing handling patterns that may not be visible through standard QM evaluation alone. This dashboard is designed for Quality Managers and Team Supervisors who want to go beyond evaluation scores to understand how agents are handling contacts at a behavioural level. It is particularly useful for identifying agents with unusual pause or hold patterns, and for targeting contact selection for evaluation based on phrase activity.

Questions this dashboard helps answer:

How does an agent’s contact duration and hold time compare to their peers?
What is the agent’s pause ratio and how much time is spent in paused recording?
How many contacts were paused or placed on hold?
What is the split between inbound and outbound contact volumes?
What phrases and phrase categories are most associated with this agent’s contacts?
Which specific contacts match the selected phrase criteria for review?

Prerequisites

You have the Insights Reader license.
You must have access to Insights dashboards with permission to view Analytics data.
You must have access to the Contacts and All Phrase Usage datasets.
Phrase and pause data require transcription and recording to be enabled.

Page location

Insights > Dashboards > Analytics | Agent Smart Benchmarking

Dashboard layout

The dashboard contains the following sheets:

Agent Smart Benchmarking

The primary sheet. Contains KPIs for Contact Duration, Hold Duration, Pause Duration, Pause Ratio, Contacts Taken, Inbound/Outbound split, and Contacts Put On Hold. Includes a Contact Duration trend line and a performance breakdown table.
DRILL – Agent Smart Benchmarking

A contact-level drill-down table filtered by the selected phrase category and phrase. Use to surface specific contacts matching the phrase criteria for evaluation targeting.

Controls and filters

NOTE Filters are hierarchical. Selecting a Group limits the available Teams and Agents.

From / To (date pickers) — both sheets

Sets the date range for all data.
Group(s) / Team(s) / Agent(s) (dropdowns) — both sheets

Hierarchical scope filters. Apply the Agent filter to focus on a single individual for benchmarking.
Contact Types (dropdown) — both sheets

Filters to a specific contact type (e.g. inbound, outbound). Use to ensure a fair comparison when agents handle different contact mixes.
Phrase Category (dropdown) — both sheets

Filters all phrase-related metrics to a specific phrase category. Use to focus the analysis on contacts matching a particular theme (e.g. escalations, complaints).
Phrase (dropdown) — both sheets

Narrows the phrase filter to a specific phrase within the selected category. Use to target contacts where a very specific phrase was detected.

Procedures

Benchmark an agent against their team

Apply the Team and date range filters.
Leave the Agent filter unset to see all team members in the Performance Breakdown table.
Sort the table by Contact Duration, Hold Duration, or Pause Ratio to identify outliers.
Apply the Agent filter to a specific individual to see their KPIs and trend chart.

Use this to:

Identify agents with handling patterns that warrant further investigation or coaching.
Prepare for coaching conversations with objective benchmarking data.

Find contacts matching a specific phrase for evaluation

Apply the Phrase Category and Phrase filters to select the topic of interest.
Navigate to the DRILL – Agent Smart Benchmarking sheet.
Review the contact list and click contact URLs to open records for evaluation.

Use this to:

Target evaluation selection at contacts where specific phrases or topics were detected.
Support focused quality reviews on specific interaction types.

Key metrics

Metric	Definition	How to use it
Sheet: Agent Smart Benchmarking
Inbound / Outbound Contacts	Count of inbound and outbound contacts handled by the agent.	Use to contextualise other metrics. Agents with a high outbound proportion may have different duration and hold patterns than those handling primarily inbound contacts.
Contact Duration (h)	Total and average contact duration in hours for the selected agent and period.	Compare across agents to identify those whose contacts are significantly longer or shorter than peers. Extreme outliers may indicate efficiency or quality concerns.
Hold Duration (h)	Total time the agent’s contacts spent on hold during the period.	High hold duration alongside low contact duration may indicate an agent who resolves contacts quickly but places customers on hold while doing so.
Pause Duration (h)	Total time recording was paused during the agent’s contacts.	Pausing captures sensitive information but can also indicate process issues. Unusually high pause duration may warrant investigation.
Pause Ratio	The proportion of total contact time spent in a paused recording state. Calculated as Pause Duration ÷ Contact Duration.	Use to identify agents with a disproportionately high pause ratio relative to peers. A consistently high ratio may indicate a process or compliance issue.
Contacts Paused	The count of contacts where recording was paused at least once.	Use alongside Pause Duration and Pause Ratio for a complete picture of pause behaviour.
Performance Breakdown Table	A table showing all agents within the selected scope with their key metrics side by side: inbound contacts, contact duration, hold duration, pause duration, and pause ratio.	The primary benchmarking tool. Sort by any metric to quickly identify the highest and lowest performers for each dimension.

Data notes

Data is sourced from the Contacts and All Phrase Usage datasets.
Pause Duration and Pause Ratio are calculated fields based on recording pause events within contacts. Pause behaviour is dependent on how recording pause is configured in the system.
Contact Direction (inbound/outbound) is a calculated field.
PCT Contact Paused Spent and related pause fields use hours as the unit of measurement.