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• 5.2

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Agent Metrics View

Agent metrics are displayed in the Supervision Supervision-Icon-AD-50.png section of Agent Desktop and displayed at the bottom of the Context Information Area. Agents are listed in alphabetical order and by default, this view will show only the agents who are currently logged in to Agent Desktop. If you wish to see the current day’s metrics for the agents who are logged out, select the logged-out users checkbox. For a list and definitions of all agent metrics, see List of Agent Metrics.


All Teams Agents

If you have been assigned to supervise more than one team, and if you have the privilege "All assigned teams combined view," then you may see metrics for all agents at once. Not only does this view show agents from all teams assigned to the logged in supervisor, the All Teams Agents view shows all services that the teams are assigned to (note that individual services can be hidden, if needed).


All Teams agents view


The number of agents on display is limited to 100. This is a contact center-specific limit that may be adjusted by your service provider. Note that your ability to see agents from all assigned teams is controlled by your service provider. See your service provider for more information.


Individual Teams Agents

To view agent metrics from an individual team you have been assigned to supervise, select the desired team from Teams and agents from this team will be shown at the bottom of the Context Information Area. The default view will show only agents currently logged in.


A view of agent metrics from the Customer Service team


Subteams

A subteam is a subset of agents from an individual team that is assigned to a supervisor. In Agent Desktop, a user who has been granted the supervision privilege Define/View subteams of selected agents can select agents from a larger team to be on a subteam. Supervisors may also switch between subteam view and full team view in order to focus their attention on real-time metrics for specific agents within a large group. In addition, supervisors with such privilege may request agent reports for selected agents, as well as send internal chat broadcasts to agents in selected subteams or teams. This capability makes it easier for supervisors to monitor and track a specific range of agents on a team.

Viewing Subteams

A supervisor may switch between full team view and subteam view by selecting the my subteam only checkbox.


Select the checkbox to view only agent metrics for the subteam


Subteam Editing Mode

A supervisor looking at a team in may switch to Subteam Editing mode by clicking the pencil icon RTM-Edit-Sub-Team-50.PNG that appears when hovering the mouse cursor over the my subteam only checkbox or its label.


RTM-Edit-My-Sub-team-50.PNG


Adding and Removing Agents

Supervisors can select agents using checkboxes from the entire list of agents. The list may show logged out agents if the corresponding logged out users checkbox is selected. OK and Cancel buttons appear to enable exit from Subteam Editing mode.

To add agents to a subteam, select the checkbox beside each agent listed on the team. Likewise, to remove agents from a subteam, unselect the checkbox beside each agent listed on the team.


RTM-Sub-team-Edit-50.PNG


See the Reporting Reference Guide, section Agent Activity Report, for information on viewing subteam metrics in reports.


Default Agent Metrics

Upon selecting either All Teams or an individual team, the following metrics will be displayed for agents:

  • Agent state icon
  • Agent interaction type
  • Name
  • Sentiment
  • Time in State
  • IN Handled
  • IN Rejected
  • OUT Rejected
  • OUT Handled
  • Occupancy
  • Active
  • Interaction
  • Service
  • Talk
  • Hold
  • Rec

Additional metrics can be added, customized, arranged as you see fit. For a complete list of agent metrics, see List of Agent Metrics.


Sorting

You can have agents sorted automatically by the value of any currently displayed metric. To sort the metrics, click on the name of the metric; the default sort view is high to low. To sort low by high, click on the metric name again. By default, agents are sorted alphabetically.


A view of metrics as sorted by Time in State


Icons

The current agent state is displayed as an icon next to the agent name. To view the current agent states in text form, select Agent State from the list of the available agent metrics. For the Not Ready state, the Agent State column will also display the current Not Ready reason if such a reason is configured in your system. For detailed descriptions of agent states, see the Bright Pattern Contact Center Agent Guide, section Understanding and Handling Your States.

If an agent is handling an interaction, the interaction type is displayed as an icon next to the agent’s Busy or After Call Work state.

The interaction state icons have the following meanings:

  • Supervisor-guide-image12.png Outbound interaction in progress (dialing, talk or hold)
  • Supervisor-guide-image13.png Inbound interaction in progress (ringing, talk or hold)
  • Supervisor-guide-image14.png The customer has disconnected from interaction and the agent is performing After Call Work related to this interaction.
  • Supervisor-guide-image15.JPG The call is on hold.


Note: If your team includes members who are not agents or supervisors, their current status will be displayed using a different set of icons, which simply indicate users’ availability to communicate. For detailed descriptions of such non-agent statuses, see the Bright Pattern Contact Center Agent Guide, section How to Use the Directory.


Multiple Interactions

Note that an agent may have more than one active interaction on Agent Desktop. If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently in focus at the agents’ desktop (i.e., selected in the agent's Active Communications List). The number of the agent’s current active interactions is reported via the Active metric. If this metric shows more than one interaction for a particular agent, clicking on the value of this metric will “unfold” the agent’s row into a list showing information about all interactions that are being handled by the given agent.


Agent metrics view showing multiple current interactions for one agent


For detailed descriptions of the available agent metrics, see section List of Agent Metrics.


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