Agent behaviour insights and improvement tool
June 26, 2021

Agent behaviour insights and improvement tool

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

Overall Satisfaction with worxogo Nudge Coach

It was being used by a client organization to improve productivity of agents in one of its departments. The intent was to monitor agents' productivity and develop short prompts to agents to help them improve productivity. Agents' productivity and SLA realization was monitored, and that was used to model their behavior.


  • Micro level coaching
  • Personalized coaching
  • Persona-based coaching


  • End-to-end solution that includes prebuilt data integration
  • Prebuilt dashboards
  • Data analysis
  • Data modeling
  • Nudging
  • 10+% improvement
  • Exposed leaders to new concept of motivation
  • There is initial effort to understand the concept
There are task productivity measurement tools available in the market but they don't use behavior modeling to identify areas of improvement.

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This can help a workforce where sufficient data can be collected about their activities. For example, call center agents perform a large volume of small tasks, which allows collection of data about various input parameters about the tasks performed, time taken, etc. This allows tools to develop a view of the agents' behavior. Outcomes of the behavior are also measurable, making it easier to model the ideal behavior.


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