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WWF has designed a simple way to report on agent performance across all channels. They use agent dashboards showing individual agent performance over time and across channels, such that each agents’ performance can be viewed as one graph at-a-glance.

Another benefit of the agent dashboard is that it offers the agent a transparent view of their own performance, “I want agents to be able to look at their dashboard and see one ‘swiggley line’ that is always above our target (ideally) and is always on an upwards trend”.

Ben Adaway, Head of Support Services