Agent Metrics View

Bright Pattern Documentation

Generated: 6/19/2021 4:21 pm
Content is available under license unless otherwise noted.



Team Metrics View

Team metrics, while similar to agent metrics, focus specifically on the performance of the team you supervise. Team metrics are found within the Supervision center, at the top of the screen. You can have services sorted automatically by the value of any currently displayed metric. The current sorting parameter will have the sorting icon displayed Pull-Down-Icon.png next to the metric name. By default, services are sorted alphabetically.


While several of the team metrics are available in other metric view areas, team metrics are the sum or average of all values pulled from individual agents within a given team. For detailed descriptions of the metrics used in this section, see List of Team Metrics. To learn how to customize team metrics, see Tutorials for Supervisors, section Customizing Metrics.


A view of team metrics, located at the top of the Supervision center








Agent Activity Report

The Agent Activity report provides detailed records of activities of selected agents in chronological order. These details are called metrics.


Running the Agent Activity report


You can narrow the report's data by specifying the following parameters:


Metric Descriptions

The Agent Activity Report provides records of activities of selected agents. The metrics of this report are organized into columns, which are described as follows:

Activity

The activity type, which can be one of the following:

Agent disposition

For an interaction-handling activity, the disposition assigned to the call by this agent

Case ID

For an interaction-handling activity, the identifier of the case that this interaction is related to. It currently applies to email interactions only

Co-browse

Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.

Detail

Disposition

For interaction-handling activity, Disposition provides information about how the activity ended. Such Dispositions are described as follows:

Duration

The time spent in this activity.

For interaction processing activities, duration includes both in-focus and out-of-focus time, as well as After Call Work (ACW) time.

External Number

Held

The number of times the agent placed the call on hold during this activity (for emails and chats, the number of times the agent had the interaction out of focus during this activity)

Hold Time

Note that Hold Time is displayed for interaction-handling activities only.

Max Hold

The duration of the longest period a call was on hold during this activity

Media type

For an interaction-handling activity, the interaction media type

Reply Time

The total amount of time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred

Service

For an interaction-handling activity, the name of the service associated with this interaction

Talk Time

Note that Talk Time is displayed for interaction-handling activities only.

Time

The time when the activity started. Only the activities that started within the selected reporting interval will be shown.




Customization of Metric Views

Depending on your permissions, you may be able to customize real-time metric views by removing undesired metrics, adding other metrics that you may want to see, and changing the order in which metrics are arranged in the table. You may also be able to set such a customized view as a default view for all other supervisors of your contact center.


Adding and Removing Metrics

To remove a particular metric:

  1. Hover your cursor over the corresponding column name and click the drop-down menu icon Pull-Down-Icon.png that will appear.
  2. Select the Hide metric option.


How to hide metrics


To add a metric:

  1. Hover your cursor over the name of the column next to where you want to add this new metric, and click the drop-down menu icon Pull-Down-Icon.png that will appear.
  2. Select the Add metrics… option. A list of available metrics will appear with checkboxes next to their names.
  3. Locate the desired metric in the list and select its checkbox.
  4. Click OK.


Select the metrics to be shown in Agent Desktop


Rearranging Metrics Columns and Reverting to Default Views

To rearrange the order of columns in the metrics view, use the mouse to click on and drag the name of the columns to the desired locations.


Click and drag to arrange metrics


You can also restore the original metrics set with the original order of columns. To do so, open the drop-down menu next to any metric and click the Restore default view option.

Saving a New Default View

Once you have completed all of the desired configuration changes, you can set the new view as the new default view for all other supervisors of your contact center. To do so, open the drop-down menu next to any metric and click the Set view as default system-wide setting. Note that this function requires a separate permission.

The list of metrics that appears when you click the Add metric… option contains brief descriptions for all real-time metrics available for the selected object (service, campaign, or agent). For the descriptions of metrics currently displayed in the metrics views, you can simply hover over the corresponding column titles.

For more detailed metric descriptions, follow these links:





  1. REDIRECT 5.3:Agent-guide/Tutorials/States/HowtoInterpretYourCurrentStateInformation








  1. REDIRECT 5.3:Agent-guide/Tutorials/Calls/HowtoUsetheDirectory


List of Agent Metrics

This section provides a list of the real-time statistics and user properties that apply to agents and can be displayed via the Agent Metrics View. For definitions of all real-time statistics, see List of All Real-Time Metrics in the Reporting Reference Guide. Metrics here are arranged in alphabetical order.


Active

ACW Time

Agent Login Time

Agent Login Time shows how much time has elapsed since the moment that the agent logged on to the system.

Agent State

Avg ACW Time

Avg Idle Time

Avg Preview Time

BT

Busy Time

CAL Overdue

CAL Reminders

CSAT

FCR

Hold

Idle Time

IN Active

IN Avg Handle Time

IN Avg Talk Time

IN Breached SLA

IN Carried Over

IN Carried Over New

IN Closed

IN Desktop

IN Handled

IN Handled New

IN Handled Unique

IN Ignored

IN Joined

IN Offered

IN on Hold

IN on Hold Unique

IN Pulled

IN Rejected

IN Replied

IN Svc Changed

IN Total Talk Time

IN Transferred

IN Transfers

Interaction

Interaction provides the remote party’s name, if known, for the interaction that the agent is currently handling.

If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List. See also the description of metric Active above.

Lists P.A. Completed

Lists P.A. Remaining

NPS

Occupancy

OUT Agent Disconnected

OUT Desktop

OUT Handled

OUT Rejected

OUT Remote Disconnected

OUT Transferred

Preview Duration

Previewed

Ready Time

Rec

Rec indicates whether the currently active call is being recorded.

Sentiment

Service

Service provides the name of the service associated with the interaction that the agent is currently handling.

If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List.

Skipped

Skipped %

Survey 1

Survey 2

Talk

If the agent is handling multiple interactions, the displayed value relates to the interaction that is currently selected in the agent's Active Communications List.

Time in State

Time in State provides the time elapsed since the last agent’s state change.