- Supervisor Guide Introduction
- AudienceStarting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- My Grades
- CasesViewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric AlertsActive Agent Management
- Changing Agent State
- Individual Chat
- Group Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality ManagementManaging Calendar Events
- Working With Agent Calendars
- How to Reassign an Event
- How to Reassign All of an Agent’s Events to Another Agent Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign TeamsEmail Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
My Grades displays widgets containing metrics that allow you to monitor key areas of your and your team's performance. You can change the placement of the widgets and configure some widget metrics. As a supervisor, your view of My Grades is different than your agents' view as you have more widget options.
My Grades Widgets
There are nine widget options in total: six standard plus three additional widgets available to those supervisors with campaign operation privileges. There are six slots for these widgets to be displayed in. The following are the widgets available for display, including those for campaign operators:
- Agent by State
- Campaigns Calls in Progress (campaign operator)
- Customer Satisfaction
- Dispositions (campaign operator)
- Lowest Occupancy Agents (campaign operator)
- Longest Break Time
- Longest Wait Time
- Worst Service Level
To change the display in a given widget, click the down arrow located in the upper right-hand corner of the widget. This will produce a drop-down menu that allows you to choose any of the widgets for display.
The following is a list of the widgets available in My Grades, including descriptions of what they do and the metrics they contain. Widgets are listed in alphabetical order.
The Agenda widget displays upcoming agenda items from your Calendar. If there is no agenda, the widget will display text stating so.
The widget shows your schedule for today based on the current time (all items currently in progress and scheduled later than current time). Items in progress or items that are due in less than 10 minutes are shown with red bar on the left side. Items that are due in less than 2 hours are shown with brown bar on the left side. Other items are shown with blue bar on the left side.
If number of scheduled items is too large, then widget shows the top few items and dots (“…”). If you click within the widget, Agent Desktop navigates to the Calendar.
Agent by State
The Agent by State pie chart shows the state of all logged-in agents from your sub-teams. The following states displayed are:
It is possible to filter each of these states out of view by clicking on the state name. To filter a state back in, click on the name again.
Campaigns Calls in Progress
Campaign Calls in Progress displays the number of calls currently being attempted in all running outbound campaigns.
The Customer Satisfaction widget displays the results of customer satisfaction surveys per agent; the results are displayed as a percentage (0-100).
Dispositions displays the dispositions available for a given campaign; these are configured in the Contact Center Administrator.
Lowest Occupancy Agents
Lowest Occupancy Agents displays the top 7 agents with the lowest occupancy rates. Occupancy is the average percentage of time agents that have spent handling interactions of the given service (including the preview time and after-call work) relative to their total working time (i.e., the time the agents have spent handling interactions of any service and being Ready to handle interactions).
Longest Break Time
Longest Break Time displays the names of the top 7 agents with the longest Break time; this metric also includes the time spent in the Not Ready, Lunch, and Away From Desk states.
Longest Wait Time
Longest Wait Time shows the longest wait time for a given service; the name of the service will be displayed at the bottom. Default thresholds (in minutes) are 10, 20, 40 and are displayed as the corresponding colors green, yellow, and red.
Worst Service Level
The Worst Service Level widget, utilizing the metric IN Svc Level %, specifically highlights the service with the lowest percentage of handled interactions. Default threshold percentages are 50, 75, 90, and are displayed as the corresponding colors red, yellow, green.