Which reports would be used to help determine why agent performance is diminishing?

Choosing the reports that focus on cases closed by each agent provides valuable insights into an agent's performance over a certain period. By analyzing the number of cases an agent has successfully closed, you can identify trends or declines in productivity. This metric directly correlates with efficiency and effectiveness, revealing whether agents are handling their workload adequately.

Examining cases closed can also help determine if performance issues stem from an increasing complexity of cases, a drop in agent engagement, or perhaps inadequacies in training. In cases where closure rates are low, further investigation can be conducted to identify any external factors affecting agent performance.

While other reports, such as agent attendance records or customer satisfaction ratings, can provide useful information, they don't directly reflect the capacity of agents to manage and resolve cases. Attendance influences availability but doesn't account for the quality or quantity of work completed, nor does it explain performance diminishment in the same way as closed cases do. Meanwhile, case activities performed per case could highlight engagement with the case process but might not convey the overall success rate in closing issues effectively. Therefore, focusing on the number of cases closed is crucial in pinpointing aspects of agent performance.