INS 5.4 Interpret agent performance

Column	What it reports
Appels Analysed	The number of processed calls attributed to the agent.
Avg Quality	A numeric score, with a letter grade where available.
Avg Sentiment	The dominant sentiment label for that agent.
Voice Enrolled	Whether the agent has a voice sample on file.
Last Active	The most recent activity value held for them.
Tags	Associated subjects, for example voicemail, billing, install, wiring, hardware, routing or accounts.

Read Appels Analysed before you read anything else in the row. An average over four calls is not comparable with an average over four hundred, and this page presents both the same way. Discount any agent whose Appels Analysed is low.

Tags describe subject matter, not skill. They tell you what an agent's calls were about. Compare them with the skills you assigned in Superviseur (see SUP 5) if the two diverge: an agent tagged mostly billing while skilled for hardware is a routing question.