Measure both quantitatively as well as qualitatively. Not only do we calculate your performance based on your phone-systems data we also measure the quality of the calls themselves. This gives a score for every single employee. Based on this score we can determine what this employee should focus on to improve. (Insights can be coupled with Training. See for more below.)
Since you have already coupled your phone-system with Agenses Insights we can use that data to automatically forecast future call load. We are happy to give you a demonstration.
When combined with Agenses Insights our system can automatically detect which employee should get training. Agenses Training suggest training modules for each employee to the manager. The manager can easily decide which training a user should or should not take. The employee gets presented the training selected by the manager on a time of a low call load.