Saved Items

📤 Uploading Your Data

📋 File Requirements:

• • CSV format only (.csv extension)
• • Must include a column for agent names/identifiers
• • Performance metric columns must contain numerical data
• • Percentage values can be in either decimal (0.95) or percentage (95%) format
• • Empty cells or non-numeric data will be handled gracefully

Upload Methods:

• • Drag and drop file directly into the upload area
• • Click the upload area to open file browser
• • Use the demo dataset to explore features risk-free
• • Previous files can be accessed from the Saved Files section

🔒 Data Privacy:

• 🔐 Files are processed securely on our servers
• 🔑 Data is encrypted during transit and storage
• 👤 Only you can access your uploaded files

⚖️ Understanding Weighted Scoring

Score Calculation Process:

1. Each metric is normalized on a scale of 0-1:
   • Value = (Current - Minimum) / (Maximum - Minimum)
   • For metrics where lower is better, the value is inverted (1 - Value)
2. Weights are normalized to sum to 100%:
   • Adjusted Weight = (Your Weight / Sum of All Weights)
3. Final score calculation:
   • Metric Score = Normalized Value × Adjusted Weight
   • Overall Score = Sum of all Metric Scores

Example Calculation:

• • CSAT (95%, weight 70, higher better)
• • Response Time (2min, weight 30, lower better)

If CSAT range is 80-100% and Response Time is 1-5min:

• • CSAT normalized: (95-80)/(100-80) = 0.75
• • Response Time normalized: 1-(2-1)/(5-1) = 0.75
• • Final Score = (0.75×0.70) + (0.75×0.30) = 0.75

📁 Managing Saved Items

CSV File Management:

• • View all your uploaded CSV files in one place
• • Each file can have multiple saved configurations
• • Update files while preserving configurations
• • Load files to continue analysis

⚙️ Configuring Metrics

Step 1: Agent Column Selection

• • Choose the column containing agent identifiers
• • This column will be excluded from metric calculations
• • Names are used for display and organization only
• • Can be full names or employee IDs

Step 2: Metric Configuration

• • Enable/disable metrics using checkboxes
• • Set "Higher is Better" or "Lower is Better":
  • Higher: CSAT, Resolution Rate, Sales
  • Lower: Response Time, Escalation Rate
• • Adjust weights (0-100) based on importance

📊 Analyzing Results

📈 Understanding the Results Table:

• • Agents are ranked by overall performance score
• • Scores are normalized on a 0-1 scale
• • Higher scores indicate better overall performance
• • Click agent names to view detailed analysis

🎯 Individual Scorecards:

• • Detailed metric-by-metric breakdown
• • Raw values and weighted scores
• • Visual performance indicators
• • Printable format for offline review

🤖 AI-Generated Analysis:

• • Comprehensive performance summary
• • Key strengths identification
• • Areas for improvement
• • Tailored recommendations based on metrics

🔌 Connect a Data Source (Coming Soon)

Direct API integration with multiple platforms:

• • Automatic data aggregation from help desk platforms
• • Unified performance analysis across systems
• • Customizable metric selection
• • Regular data synchronization

💡 Pro Tips

• • Start with the demo to understand the workflow
• • Use the Tour button on each page for guidance
• • Save configurations for consistent evaluations
• • Regular updates keep analysis current
• • Export reports for team reviews

🔒 Data Privacy & Security

• • Secure file processing
• • Encrypted data storage
• • Private access control
• • Regular security updates