Contact Driver by Agents
Updated
Contact Driver by Agents enables you to analyze how contact drivers are handled across agents throughout the lifecycle of a case. This capability helps you understand both:
Which agent a contact driver was reported to, and
Which agent ultimately answered or handled the contact driver
By linking contact drivers with agent interactions, you can gain deeper visibility into operational efficiency, agent effectiveness, and customer satisfaction outcomes.
Use Cases
Contact Driver by Agents supports the following key analytical scenarios:
Process Monitoring and Workflow Optimization
Use agent-level contact driver insights to:
Identify high transfer rates caused by agent skill mismatches
Analyze high agent handle times linked to inefficient or unclear standard operating procedures (SOPs)
Detect breakdowns in routing or escalation workflows
Agent Coaching Framework
Enable targeted and data-driven coaching by:
Providing issue-specific coaching based on the contact drivers an agent handles
Benchmarking agents who manage the same contact drivers to identify best practices and performance gaps
Comparing outcomes across agents for similar customer issues
Customer Dissatisfaction Analysis
Analyze the relationship between agents and customer experience by:
Identifying agents associated with negative sentiment or low CSAT for specific contact drivers
Understanding whether dissatisfaction is linked to initial reporting, final resolution, or multiple handoffs
Highlighting patterns that require training, process changes, or staffing adjustments
Steps to View Contact Driver by Agents
To view agent details for a contact driver within a case:
Open the Cases Analytics view.
Select the Contact Driver card to expand the Contact Driver section.
Review the detected contact driver for the selected case.
Select the Contact Driver for which you want to analyze agent involvement.
Agent Attribution Fields
For each contact driver, the system displays the following agent-level attributes:
Field | Description |
Reported To | Specifies the agent to whom the case or contact driver was initially reported |
Answered By | Specifies the agent or agents who answered or handled the contact driver. This field can contain more than one agent if the case involved transfers or multiple handoffs |
These fields allow you to distinguish between initial ownership and final or active handling of a contact driver.
Why This Matters
Analyzing contact drivers at the agent level helps you:
Understand how customer issues flow through your agent workforce
Improve routing accuracy and reduce unnecessary transfers
Design targeted coaching and training programs
Link agent actions directly to customer satisfaction outcomes
By combining contact driver intelligence with agent attribution, you gain a more complete and actionable view of contact center performance.