Navigate to the Contact (1) section. Open the Agents (2) page and select the agent (3).
Inside the agent profile, locate the Insights tab (4). Click on it to access detailed metrics.
View key statistics such as:
- The number of cases being worked on with that agent.
- The active transactions with the agent.
- Whether the agent has sent you work in return.
- Analyse the Reciprocity by Country Chart, which highlights:
- Inbound Work - Work received from the agent.
- Outbound Work - Work sent to the agent.