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• 5.2 • 5.3

Contents

Agent Grid

The Agent Grid widget provides information about a specified selection of agents on a team. Real-time metrics shown on this widget can help supervisors and agents understand team performance, view the status of other agents (e.g., Ready or Not Ready), and more.

The grid shows the following information about agents:

  • Agent first and last name
  • State
  • The duration in state (except for Ready, where idle time is shown instead)


Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets.


Settings for the Agent Grid widget


Title

Title is the title of the widget. Widget titles, along with their icons, are displayed in the widget selector.

Show only

You can select the teams or states to be shown on the widget. Choose from selected teams or selected states.

If selected states is chosen, a dialog will open with the available states that can be selected. You may also limit the agents shown to only agents on your subteams. This is done by selecting the Limit to checkbox for my subteam only.

Selected teams are chosen in the same way. Note that teams not assigned to the editing user will not be displayed or included in calculation. The display is limited to the editing user’s assigned teams.


Select Agents by State


Column headings

Selecting the enable checkbox enables the column headings to be shown on the widget.

Max items to show

Enter the maximum number of items to be shown on the widget.

Columns

Agent names and metrics are displayed in Columns. Note that first+last is a formula field.

Order

You can specify the order (i.e., 1, 2, 3) in which agents and their metrics are displayed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.

Statistic

Statistic is the name of the statistic that will be shown on the widget.

Sort

Sort will sort the agents and agent statistics listed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.

Column title

In the Columns section of the widget settings, the Title field allows you to rename the statistic's title.


Control Options

In the Settings dialog window shown, notice the control options. These are used to select, sort, delete, and move items in and out of the widget's columns.

  • Agent-Grid-Plus-316.png The "plus" icon is used to add more statistics to a column.
  • Agent-Grid-Delete-316.png The "X" is used to delete a statistic from a column.
  • Agent-Grid-Sort-Circle-316.png The sort circle means there is no sorting, and it appears only on hover.
  • Agent-Grid-Sort-Up-316.png The sort up arrow is used to move a statistic up the list.
  • Agent-Grid-Sort-Down-316.png The sort down arrow is used to move a statistic down the list.

Note the following:

  • When column headings are disabled, the Title column is hidden.
  • When multiple sort options are selected, they are evaluated in the order that columns are defined.


Agents Ahead of Me

The Sort settings of the Agent Grid widget can be modified so that agents can see if there are any other agents in front for them for receiving the next call. The Agent Grid widget will list the top 10 agents from all teams, which are sorted by status and metrics in the following order:

  • Idle time, descending
  • Wrap Up time, descending
  • Not Ready time, descending
  • Busy time descending


Logged-in agents who have this widget on their wallboards will see their names highlighted in the list. If there are no logged-in agents, the widget shows nothing and “No agents logged in."

In the example shown, the Agent Grid's title has been changed to "Agents in Front of Me" and the widget shows the agents' first and last name, state, and the duration in state or idle time (i.e., the time since login or the last interaction).


Ten agents from all teams are listed with their names, states, and duration in state


Statistics

For the Agent Grid widget, the following real-time statistics and user properties may be selected.

Active Item: Direction

Active Item: Direction indicates whether the service for the interaction the agent is currently handling is inbound or outbound.

Active Item: Flagged

Active Item: Flagged indicates if the interaction the agent is currently handling is flagged.

Active Item: Hold Duration

Active Item: Hold Duration displays the current amount of time a customer has spent on hold for the interaction the agent is currently handling.

Active Item: Media

Active Item: Media is the media type (e.g., voice, chat, email) of the interaction that the agent is currently handling.

Active Item: Monitor Mode

For supervisors, Active Item: Monitor Mode indicates what monitor mode they are in.

Active Item: Party Name

Active Item: Party Name is the name of the customer from the interaction the agent is currently handling.

Active Item: Sentiment

Active Item: Sentiment is the sentiment score of the interaction the agent is currently handling. The score indicates how negative or positive the current interaction is, based on sentiment analysis. A score value below -0.05 is considered negative and a value above 0.05 is considered positive. A value in between -0.05 and 0.05 is considered neutral.

Active Item: Service

Active Item: Service is the service of the interaction that the agent is currently handling.

Active Item: State

Active Item: State is the agent's state in the interaction that the agent is currently handling.

Active Item: Talk Duration

Active Item: Talk Duration is the time an agent has spent talking on the current call (i.e., the time from the moment the call was answered minus any hold time). For chat sessions, this metric represents current chat session duration during which this chat session was shown to the agent (i.e., was selected in Active Communication List). If the agent is handling several chat sessions concurrently, only one selected session at a time is counted

Average Handle Time

Average Idle Time

Average Preview Duration

Break Time

Calendar Events

Calendar Events Overdue

Count of Selected Dispositions

Count of Selected Dispositions %

Custom Survey Metric 1

Custom Survey Metric 2

Customer Satisfaction

Extension

Extension is the agent's extension number.

First Call Resolution

First Name Last Name

First Name Last Name is the agent's first name followed by the last name.

Inbound duration average

Inbound duration total

Inbound emails dispositioned without reply

Inbound emails handled

Inbound emails in personal queues now

Inbound emails offered

Inbound emails pulled by agent

Inbound emails replied

Inbound emails unanswered

Inbound handled

Inbound handled now

Inbound held

Inbound held, non-transferred

Inbound rejected or missed by agents

Inbound released by agents

Inbound transferred away

Inbound transfers received

Last Name First Name

Last Name First Name is the agent's last name followed by the first name.

Login duration

Login duration is the total amount of time an agent has been logged in to their current Agent Desktop session.

Net Promoter Score

Next Not Ready State

Next Not Ready State indicates what an agent's next Not Ready state will be. For more information about agent state, see How to Interpret Your Current State Information in the Agent Guide.

Next State

Next State indicates what an agent's next state will be, e.g. Break, Lunch, etc.

Not Ready Reason

This statistic presents the reason for an agent not being ready to handle interactions.

For more information on agent states and Not Ready reasons, see the Agent Guide, section How to Interpret Your Current State Information.

Number of interactions recategorized to a different service

Number of nonreplies started and discarded by agents

Occupancy

Outbound calls duration average

Outbound calls duration total

Outbound calls rejected or missed by agents

Outbound emails in personal queue

Outbound interactions handled by agents (email - send non-replies)

Preview duration now

Records previews

Records skips

Records skips %

State

State is the name of the agent state, such as Logged out, Not Ready, ACW, Ready, and Busy.

State duration

State duration is the amount of time the agent has been in a current state.

State icon

This field is the icon associated with the agent state, such as the icons for Logged out, Not Ready, ACW, Ready, and Busy.

Success rate

Team Name

Team Name is the name of the agent's team.

Total contacts

Total contacts is the total amount of contacts for a given campaign.



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