Purpose

The Bright Pattern Contact Center Supervisor Guide focuses exclusively on using the Agent Desktop application to perform supervisory tasks such as agent supervision, campaign management tasks, real-time monitoring of key contact center performance indicators and helping agents with call handling. The guide also explains tasks related to real-time campaign management. Note that the same application is also used by contact center agents to provide customer service over the phone. For descriptions of all tasks related to customer service, see the Bright Pattern Contact Center Agent Guide.

Audience

The Supervisor Guide is intended for supervisors and managers of the Bright Pattern Contact Center-based call center who will use the Bright Pattern Contact Center applications to perform daily agent supervision and campaign management tasks. Readers of this guide are expected to be familiar with basic operations with Windows and Internet applications.

Supervisor Tutorials

The following is a list of tutorials for supervisors. Article topics include understanding real-time metrics, running and monitoring campaigns, managing email queue, and so forth.

• Agent Management
• Calendars
• Campaigns
• Email Queue
• Real-Time Metrics

Starting Agent Desktop

Bright Pattern's Agent Desktop application can be launched from any supported web browser, including Chrome, Firefox, Safari, and Internet Explorer. (For a complete list of system requirements, see the Contact Center Administrator Guide.)

To log in to Agent Desktop, you will need to know the following:

• The URL of your contact center (e.g., "https://example.brightpattern.com/agentdesktop")
• Your username (e.g., "christy.borden")
• Your password

Note that Bright Pattern offers single sign-on (SSO) functionality for the contact center platform. SSO enables access to Bright Pattern's Agent Desktop, Wallboard, and Contact Center Administrator applications when you log in to any one of these applicati and then navigate to Wallboard, you will find yourself already logged in to that application as well.

How to Launch Agent Desktop

Enter login credentials

1. Open your web browser and type in your contact center's URL:
   
   https://<yourcontactcenter>.brightpattern.com/agentdesktop
   
   For example: https://example.brightpattern.com/agentdesktop
   
   
2. In the Username and Password fields of the dialog box, enter the username and password provided to you by your system administrator. Do not change other fields of the dialog box unless instructed to do so by your system administrator.<br /

Log in

If needed, refer to section Logging into Agent Desktop for more information on Agent Desktop login.

Successful login to the Agent Desktop application marks the start of your working session. You will be initially assigned the Supervising state and you will not receive any service interactions while you are in this state. For making yourself available to handle service interactions, see section Working as an Agent.

Note: Some of the functions described in this guide may not be available to you. This usually means that either the corresponding capabilities are disabled in your contact center or that you do not have the permissions to use the function in question. If you believe that you need access to such functions in order to perform your contact center tasks, contact your system administrator.

User Interface Overview

Supervisors logging in to the Agent Desktop application will notice some key differences between Agent Desktop for agents and Agent Desktop for supervisors. In Supervisor mode, the Agent Desktop menu provides the Supervision icon, which, when clicked, updates the Context Information Area with real-time metrics views for agents of a selected team and services provided by that team.

Refer to Bright Pattern Contact Center Agent Guide for general information about the elements of the Agent Desktop application screen.

Note the following differences specific to the use of Agent Desktop in Supervisor mode:

• In addition to your active interactions, the Active Conversations List will display the teams that you are assigned to supervise. When you select a team, real-time metrics for the members of this team as well as the services assigned to this team will appear in the Context Information Area.

• As mentioned above, in Supervisor Mode, the Context Information Area will show Real-Time Metrics related to your teams, services, and campaigns. For more information, see topics related to real-time metrics viewing and campaign operation. This also means that unlike agents, you cannot run your Agent Desktop application in the minimized view.

• The Services Dashboard provides workforce management (WFM) insights for call centers by examining already available historical data. In order to view this dashboard, supervisors must have the "View Demand vs. Resources Dashboard privilege enabled in the tenant. Speak to your Contact Center administrator in order to be granted this privilege. Supervisors using this section can evaluate a supervisor's planning quality to provide call centers a demand-vs-resources overview. This allows the identification of critical issues such as overstaffing and understaffing. Note that supervisors with this privilege are not restricted to only their own team's data.

• In addition to the regular interaction-handling controls, the Contact Info Panel provides controls for active agent management. For more information, see topics related to active agent management.

Working as an Agent

As a supervisor, you will normally have all agent functions available to you, including handling service interactions and managing your states. For information about how to use these functions, refer to the Bright Pattern Contact Center Agent Guide.

If you wish to work as an agent during your working session, simply change your user status from Supervising to Ready:

1. Click the User Status Indicator/Selector icon and select Ready as soon as you are ready to handle service interactions.
2. Follow the instructions in the Agent Guide for all further operations related to manual agent state handling.

Note: In the Bright Pattern Contact Center system, access to various functions is controlled via role assignment. In order to be able to perform agent functions, you may need an agent role assigned to you by your system administrator, in addition to the supervisor role. If, after logging in, you cannot change your state to Ready, this probably means that you do not have an agent role assigned to you, and you will not be able to make or receive service calls. Contact your system administrator for the agent role to be added to your profile.

Working as a Supervisor

As a supervisor, you will be assigned the Supervising state upon logging into the Agent Desktop application. You will not receive any service calls while you are in this state. If you do not plan to handle service calls during your working session, you are advised to stay in this state as opposed to using the Not Ready state, because the latter may negatively affect your team’s statistics.

If you have to work as an agent temporarily during your working session, you can return to the Supervising state at any time except when you are in the Busy state (i.e., when you are actively communicating with a customer).

To switch to the Supervising state, follow these steps:

1. Click the User Status Indicator/Selector.
2. Select Supervising from the drop-down menu.

The teams that are assigned to you for supervision can be viewed by clicking on the Supervision icon in the Agent Desktop menu.

Active Supervision

The Agent Desktop application supports active supervision of agents from all your teams. If you have the privilege "All assigned teams combined view," then you may see metrics for all agents in the teams that you are assigned to supervise. The agent metrics are located in the Supervision section of Agent Desktop and displayed at the bottom of the Context Information Area.

Note: If you do not see any teams to supervise, that means that you have not been assigned to supervise any teams. To be a supervisor, you must be given the role "Supervisor" and you must be assigned to supervise a team. Note that supervisors are assigned at the team level only, and supervisors are assigned by the system administrator. Contact your system administrator for assistance.

Wallboard

The Wallboard displays statistics and informational widgets about your current performance and/or performance of your team. Clicking the Wallboard icon will direct you to the Wallboard Builder application in a new browser tab or window. For more information on the application and how it works, please see the Wallboard User Guide.

Customizing the Wallboard

Many elements within the wallboard are customizable. If you have the privilege to edit wallboards, you can customize them from the Wallboard Builder application. For more information on this, please refer to the Wallboard Builder Reference Guide. In order to customize the wallboard, additional privileges may be required and are detailed in the Contact Center Administrator Guide.

Resources Management Using the Services Dashboard

One of the goals as a supervisor is to make sure that the right number of agents with the right skills are doing the right things at the right times. For a service's or a team's given demand, too few or not the right resources will result in unhappy customers and unhappy agents, and having too many agents will mean forgoing revenue opportunities or cost savings potential.

Using the Services Dashboard, you can gain workforce management insights for organizing your team's resources by using Bright Pattern Contact Center's historical interaction data to identify critical over- and under-staffings and providing call centers a demand-vs-resources overview. Though supervisors are not only restricted to their own team's data, the dashboard provides the basics to evaluate a supervisor's planning quality.

Note: The Services Dashboard must be enabled for your contact center by your service provider. In order to view this dashboard, supervisors must have the View Demand vs. Resources Dashboard privilege. Speak to your contact center administrator in order to be granted this privilege.

This article explains how to use the Services Dashboard in order to manage your teams and services efficiently.

Access the Services Dashboard

If you have been granted the appropriate Supervisor privileges and your call center has turned on the Services Dashboard, you can find the Service Dashboard tab by choosing the Supervisor icon in Agent Desktop.

There will be two links at the top: Real Time Metrics and Supervisor Dashboard.

Choose Supervisor Dashboard.

Review Services and Dates

In order to view the specific metrics for your individual teams, you must first choose a date and a service. Using the drop-down menus next to these selections allows you to examine how each team is doing on a deeper, more granular level.

Note that you may only review one day and one service at a time.

Example: Your call center has a Customer Service team and a Retention team. You can view how well your Customer Service team did on a specific date, or how well your Retention team did on a specific date, but you can not review how well both the Customer Service and Retention teams did at the same time on the same date.

Date Selection

Supervisors can select the date to display the available historical data for that day.

“Date” drops down a calendar control that allows you to pick a single day to examine. By default, the date selection will show the current day initially. The dashboard will be updated at when you login or after you change the service or date dropdown choices. Agent Desktop will use your timezone to request data for the whole day (a 24 hour period).

Note: If you select the current day, the data is displayed up to the last complete full hour interval.

Service Selection

Supervisors can select a service to display the historical service data for the data selected in the Date selection dropdown.

When you select the service for a specific date through the Service selection drop down, the drop-down will only list those services which were active on the selected date. If a service had zero calls on the selected date, that information will still be displayed.

Analyze the Data

Analyzing the dashboard's information provides you an overview of the available resources vs. actual demand for a specific service. It allows you to identify over- or understaffing situations to potentially improve your future planning.

• Logged in agents - Represents the result of scheduling and management
• Call detail - Provides the actual demand
• Service level - Indicates the service level resulting from the actual number of agents with the required skills and the number of calls

Using the Service Dashboard

Charts are created for each service separately; note that multi-skilled agents will be counted in each of the skilled dashboards, as each dashboard compares logged-in agents with matching skills to the required number of agents. If an agent is skilled for Service1, Service2, and Service3, the agent will be counted in each of the three dashboards.

After selecting a date and service, the dashboard will display the following information in a chart in 1 hour time intervals:

• Average handling time (AHT) for the selected day
• Average speed of answer (ASA) for the selected day
• Number of calls per time interval on the selected day
• Service level per time interval
• Required number of agents per time interval
• Actual number of logged in agents with matching service skills

• Average Handling Time (AHT)
  • This time is based on Service Metrics report
  • Displays the AHT in seconds for the selected day

• Average Speed of Answer (ASA)
  • Based on Service Metrics report
  • Displays the ASA in seconds for the selected day

• Number of calls
  • Based on Call Details report
  • The line displays the number of calls per 1 hour time interval.

• Service Level
  • Based on the Service in Time report
  • This line displays the service level per 1 hour time interval

Note: The purple line indicates the service level resulting from the actual number of agents with the required skills and the number of calls. If the blue bar (actual number of agents) is higher than the gray bar (the required agents), the service level is 100% (the purple line). The higher the line is to the top of the chart (100) the better the service/team is performing. That said, 100% may not be optimal and may indicate overstaffing. The typical service level goal is 80/20 (80% of calls answered within 20 seconds).

• Required number of agents
  • Based on the Call Details report
  • Records can be grouped based on the start time into one-hour intervals
  • Determines the number of calls per interval and service
  • Uses BP Workforce Calculator Inbound to determine the number of required agents per service and interval using the service’s average handling time (AHT) from the Service Metrics report
  • Displays the resulting number of agents per one-hour interval

• Actual number of logged in agents with matching service skills
  • Based on Agent Activity report and agent skills
  • Records can be grouped based on the start time into one-hour intervals
  • This will display the number of logged in, unique agents who have matching service skills within each one-hour interval

Understanding the Chart

You can use the Supervisor Dashboard to see where you were over and under staffed.

If the gray and blue columns are aligned fairly well, your scheduling balance for that specific date and team was relatively well-planned (i.e., you had enough skilled agents available for the number of calls received that required those skilled agents.)

If the gray and blue columns are not relatively aligned, you had either too many skilled agents available for that team on that date, or you had too few.

Understanding the Service Level

The service level chart is open to interpretation, depending on the needs of your call center or organization.

The purple line indicates the service level resulting from the actual number of agents with the required skills and the number of calls. (E.g., If the actual number of agents are higher than the required agents then the service level will rise toward 100%). It is fair, as a generalization, to assume that the higher the line is to the top of the chart (100 percent notation) that the service/team is overall performing well. The higher the line, the better the service level. That said, 100% may not be optimal as a typical service level goal is 80/20 (80% of calls answered within 20 seconds). This goal is configurable per organization. As such, a 100% service level may indicate overstaffing. Ultimately, an appropriate service level for your call center's needs should be determined on a per-organization basis.

Understanding Number of Calls

The orange number of calls received line is fairly straightforward. If you click on the orange line itself, it will tell you precisely how many calls were received at that point in time.

Broken Lines

If you notice that your service or number of calls lines are broken on the charts, that represents a break in the service or call flow - your agents may not have been available to take calls, or they were signed out/on break, you may not have received any chats or voice calls during that time period, or there may have been a service outage with your ISP, etc.

Unusual Data

If you note that your charts have been fairly steady in appearance due to your call center having dialed in their required service level to an appropriately configured amount, but one day the information seems off, this is a good time to go back and review the overall data for the day to see if perhaps there was an overarching issue at hand or if it was a singular instance that will not affect your future scheduling needs.

Home Page

The home page 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 the home page is different than your agents' view as you have more widget options.

Home Page Widgets

There are nine widget options in total: six standard plus three additional widgets available to supervisors. There are six slots for these widgets to be displayed in. The following are the widgets available for display:

• Agenda
• Agent by State
• Campaigns Calls in Progress
• Customer Satisfaction
• Dispositions
• Lowest Occupancy Agents
• 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.

Widget Descriptions

The following is a list of the widgets available for the home page, including descriptions of what they do and the metrics they contain. Widgets are listed in alphabetical order.

Agenda

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 the current time). Items in progress or items that are due in less than 10 minutes are shown with a red bar on the left side. Items that are due in less than two hours are shown with a brown bar on the left side. Other items are shown with a blue bar on the left side.

If the 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:

• ACW (After Call Work)
• Busy
• NR (Not Ready)
• Ready

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.

Customer Satisfaction

The Customer Satisfaction widget displays the results of customer satisfaction surveys per agent; the results are displayed as a percentage (0-100).

Dispositions

Dispositions displays the count of selected dispositions for all agents on the team, summed by dispositions; these are configured by your contact center administrator.

To add or remove dispositions from the widget, click the cog icon in the upper right-hand corner of the metric. From here, you may select from the pop-out menu which dispositions will be displayed.

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. Break time is accumulated by being in any of the System Not Ready reasons or Custom Not Ready reasons your contact center’s administrator configured as counting toward break time.

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.

Cases

Cases, located in the Contacts section of Agent Desktop, are a useful way to keep track of agent interactions, including any related notes from multiple agents and any subsequent follow-up activities. The content of these interactions is available to anyone on your team, allowing collaboration on cases that may take longer to handle than average. By default, cases are emails; however, cases also may be created from chats or calls.

For more information about how to search for and add to cases, please see Cases in the Agent Guide.

Omni QM

Omni QM is a quality management system natively built into the Bright Pattern Contact Center omnichannel customer experience (CX) platform; it is enabled per contact center. Omni QM is designed to help contact centers evaluate and improve the quality of agent communications across media channels.

If Omni QM is enabled for your contact center, you will notice a new item on the Agent Desktop application’s navigation bar: Quality Management.

The Quality Management section is your access point to Omni QM, which enhances the existing training and monitoring tools by allowing you to review your team member’s interactions, view and confirm related evaluations, bookmark important interactions, and so forth. The ability to review your agents’ customer interactions will allow you to provide more specific feedback, prepare appropriate training material, and ultimately work toward producing positive customer experiences.

For more information, including tutorials and reference material, see the Omni QM Guide, section Omni QM for Supervisors.

Note: If Omni QM is not enabled in your contact center, the Quality Management section will not be available in Agent Desktop.

Changing Agent State

As a supervisor, you can change the current state of any agent of your team. For example, if the Service Level drops below the specified threshold, you can force some agents to become Ready while they are in the After Call Work state in order to speed up the distribution of calls waiting in the service queue. You can also force an agent to log out.

To change an agent state:

1. Click the Agent State icon in the Agent Metrics View.
2. Select the desired agent state from the drop-down menu. Note that forced state changes may or may not be available depending on the current agent activity. For example, no forced state changes will be permitted for agents actively handling service interactions.

About Chat Center

Agent Desktop's Chat Center is a useful tool you can use to communicate with individual agents and your team.

Personal Chat

At any time during your working session, you can send a chat message to any member of your team as well as to a member of another team. For specific Personal Chat information, see the Agent Guide, section How to use Personal Chat.

Group Chat

The Group Chat feature allows agents, supervisors, and other users to chat within your contact center. Many features of Group Chat are similar to Internal Chat and Service Chat; however, Group Chat is not for chatting with individual users or customers.

For specific Group Chat information, please refer to How to Use Group Chat.

Call Recording

As a supervisor, you can record conversations of any members of your team with customers; call recording is activated automatically by monitoring an agent in the Busy state.

To trigger automatic call recording, select an agent from the agent metrics view, located at the bottom of the Supervision screen. If the customer is a saved contact in your contact center, when you begin monitoring the agent, your screen will pop displaying the customer's contact information. The Contact Info Panel will display various active management controls, including the call recording button. From here, you may choose to stop and restart call recording as you wish.

Note that depending on your call center's configuration and practices, some or all calls may be recorded automatically as soon as they are established. Agents also may have privileges to start call recordings. Call recordings are stored in the system and can be reviewed at a later time. See section Quality Management for more information.

How to Stop and Start Recording

To stop recording at any time:

Click the Stop recording icon. Otherwise, the call recording will stop automatically when the call is released.

To begin recording:

Click the Start recording icon. The button will change its function to Stop recording.

Note that both the ability to start recording and the ability to stop recording are separate privileges. If you do not have the privilege to stop recording, the Stop recording icon will appear in a lightened state and you will not be able to select it.

Call Monitoring, Coaching, and Barge-In

As a supervisor, you can connect to a service call or chat handled by any member of your team. You can do this in order, for example, to monitor the quality of service or to help an agent with a difficult interaction. Note that the agent may send you a chat message (see section Individual Chat) or flag an interaction that the agent needs immediate help handling. When the interaction is flagged, you will see the flag icon next to the agent’s state in the Agent Metrics View.

Depending on the purpose, you can select one of the following three connection modes:

• Monitor - In this mode, you may observe the interaction. For calls, this means you can hear the conversation between the agent and the customer, but neither of them can hear you; for chats, this means you can observe the interaction as it is happening. Note that the agent will not have any indication that his interaction is being monitored. However, if you wish to make a suggestion for the agent, you can do this using chat.

• Coach - In this mode, you may provide feedback to agents while observing the interaction. For calls, this means you can hear the conversation between the agent and the customer, and you can talk to the agent. The agent will hear you, but the customer will not. For chats, this means you can see the chat as it is happening and chat with the agent without any indication to the customer.

• Barge-in - In this mode, both the customer and the agent will hear you speak or see you chat and will be able to interact with to you.

You can connect to a service call or chat using any of the above modes, and you can switch from one mode to another at any time and any number of times during the same interaction. For example, if an agent sends you a chat message requesting help with a difficult call, you can first listen to the call in Monitor mode and then, depending on your assessment of the situation, either switch to Coach mode to provide instructions to the agent or activate Barge-in mode to participate actively in the conversation with the customer.

How to Turn On/Off Supervision Modes

To activate one of the supervision modes:

• Select an agent from the Agent Metrics View in the right pane of Agent Desktop. The agent must be handling an active interaction and be in the Busy state.

• The Contact Info Panel will display the monitoring functions.
  • If the Monitor/Coach/Barge-in button displays the desired supervision mode, click the button.
  • If you wish to be connected in a different supervision mode, click the arrow section of the Monitor/Coach/Barge-in button, and select the desired supervision mode from the drop-down menu.

When you are connected to an interaction in a particular supervision mode, the Monitor/Coach/Barge-in button will display the “next” supervisor mode (i.e., if the current mode is Monitor, the button will display Coach, and so on).

• To switch to this “next” mode, click the button itself.
• To switch to a different supervision mode (e.g., from Monitor directly to Barge-in), click the arrow section of and select the desired supervision mode from the drop-down menu.

If on a call, the system will automatically start call recording as soon as you connect to this call in any supervisor mode. Note also that the system supports simultaneous monitoring of one agent by more than one supervisor.

To stop the supervision activity for this call:

Click the End Call button.

How to View Agents' Context Information Area

At any time during call supervision, you can view the content of the Context Information Area of the monitored agent’s desktop. If this area is used to show any customer data related to the call, this may help you understand the context of the agent-customer interaction. To get the content of the Context Information Area of the agent’s desktop, click the Pull screen button .

Note that the screen you will see is the screen that the agent received via screen pop (i.e., if the agent has changed screens after the initial screen pop, you will not see those changes). To monitor an agent's screen in real time, use the screen monitoring function.

Continuous Agent Monitoring

As a supervisor, you can continuously monitor calls of a selected member of your team. When you activate this function, monitoring of all subsequent calls made or received by this team member will start automatically.

To set continuous monitoring for a particular agent:

1. In section Supervision, select the desired agent from the individual teams agents list, located at the bottom of the screen.
2. A window will pop, displaying the monitoring functions.
3. Select the keep monitoring this agent checkbox.

Note that you can only continuously monitor one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.

To stop monitoring the agent:

Simply deselect the checkbox.

Grading Calls in Progress

You can grade various aspects of your agents’ performance while monitoring their calls. The assigned grades will be stored as part of the historical call detailed record and will be visible to other managers of your contact center with corresponding privileges.

To grade a call that you monitor:

1. Click the Grade button next in the Contact Info Panel.
2. Select grades for the desired categories.
3. If necessary, type a free-form comments about the call in the Notes field.
4. Click Ok.

Note: The call grading categories are customizable and may differ from the ones shown above. If in doubt about the purpose of a specific category, contact your administrator.

Agent Screen Monitoring

Depending on your system configuration, you may also be able to view screens of selected members of your team and monitor their desktop actions in real time. You can activate this function for a logged-on agent at any time even when the agent is not handling any interactions. Thus, this function can be complementary to the call monitoring, or it can be used on its own. The agents will not receive any indication that their screens are being monitored.

To begin screen monitoring:

1. Select the desired agent from the Agent Metrics View in the right pane of Agent Desktop. The Contact Info Panel will display the monitoring functions.
2. Click the See Screen button . A new window will open, showing you the desktop of the selected agent.

Note that you can only continuously monitor a screen of one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.

To stop monitoring the agent’s screen:

Simply close the browser window.

Managing Calendar Events

The Agent Desktop application is equipped with a calendar that agents can use to schedule various tasks and events related to their work, such as follow-up calls with customers. For general information about the calendar, see the Bright Pattern Contact Center Agent Guide, section How to Open the Calendar.

Working with Agent Calendars

In addition to using your own calendar for your personal scheduled events (as a supervisor), you can also view calendars of members of your team and reassign their scheduled tasks to other agents.

How to View an Agent's Calendar

There are a couple ways to view the calendar of an agent on your team. You can access their calendars from your own personal calendar, or you can navigate to their calendars from the agent management functions available on your Supervision screen.

From Your Own Calendar

1. To view an agent’s calendar from your own calendar, click the Calendar icon on Agent Desktop's main menu. Your calendar will be shown in the Context Information Area.
   

   Calendar
2. At the top of the calendar, to the right of your name, select the down arrow to display a drop-down list of users in your directory.
   

   Select a user from the directory
3. Select the name of the agent whose calendar you wish to view. The agent's calendar will be shown in your Context Information Area. You can tell whose calendar you are viewing by looking at the name shown at the top of the calendar.
   

   Viewing an agent's calendar

From Your Supervision Screen

1. To view an agent’s calendar from your Supervision screen, click the Supervision icon in Agent Desktop's main menu. Metrics about your teams, services, and agents will be shown in the Context Information Area.
   

   Supervision metrics in the Context Information Area
2. Select the desired agent from the Agent Metrics View. A pop-up card will display agent management functions for the selected agent.
   

   Agent management functions
3. Click the Show Agent’s Calendar button . The agent’s calendar will be popped to your Context Information Area.

How to Reassign an Event

1. To reassign a single agent’s event to another agent, view the agent's calendar. See section How to View an Agent's Calendar.
2. Select the event in the agent's calendar that you want to reassign. The event properties on the right will display the event information.
   

   Calendar and event properties
3. Click the Assign… button. A dialog window will appear, showing the list of agents to which this task can be assigned. To find a specific agent quickly, you can start typing the agent's name in the Enter search term field and matching users will be listed in search results.
   

   You can search for a specific agent
4. Select the desired agent and click Ok.
   

   Reassign an event to a selected agent

How to Reassign All of an Agent’s Events to Another Agent

Sometimes it may be more convenient to reassign all of the agent’s events within a time range in a single step.

1. Click the Reassign by range… button.
   

   Reassign by Range button
2. A dialog window will appear showing the list of agents that this task can be assigned to and time range controls.
   

   Select an agent to be assigned a range of events
3. Specify the desired time range by either typing in the date or clicking into the date field and selecting the date from the mini calendar.
   

   Select the date range
4. Select the desired agent and click Ok.
   

   Select the agent

Quality Management

The Bright Pattern Contact Center system automatically stores transcripts of all chat sessions between your agents and customers, as well as content of all customer emails and agent responses. Depending on your contact center practices and types of service, any calls passing through the system can also be recorded automatically for compliance and quality assurance purposes. Depending on your service configuration, the system can also capture and store videos of agents’ screens for the entire duration of their working sessions.

A different application called Contact Center Administrator is used to search for, review, and grade transcripts and recordings. If you need access to this application for quality assurance or similar purposes, contact your system administrator.

For detailed information about quality management functions that may be available to you via the Contact Center Administrator application, see the Bright Pattern Contact Center Reporting Reference Guide, section Quality Management.

Working With Agent Calendars

The Agent Desktop application is equipped with a calendar that agents can use to schedule various tasks and events related to their work, such as follow-up calls with customers. For general information about the calendar, see the Bright Pattern Contact Center Agent Guide, section How to Open the Calendar.

In addition to using your own calendar for your personal scheduled events (as a supervisor), you can also view calendars of members of your team and reassign their scheduled tasks to other agents.

For more information on managing calendars, see Tutorials for Supervisors, section How to View and Agent's Calendar, section How to Reassign an Event, and section How to Reassign All of an Agent's Events to Another Agent.

General Information About Campaign Operation

As a campaign operator, you can use the Agent Desktop application to view real-time metrics for the campaigns that are assigned to you.

In addition, you can use Agent Desktop to do the following:

• Start and stop selected campaigns
• View metrics for lists associated with selected campaigns
• Enable and disable lists associated with selected campaigns
• View metrics for agent teams participating in a selected campaign
• Add and remove campaign teams

Those metrics and controls are displayed in the right pane of your Agent Desktop when you select the Campaigns option from the Active Communications List.

Note that in order to monitor and control a particular campaign, you must have the default Campaign Operator role or a custom role with privilege Control campaign operations, and you should be assigned as an operator for this campaign.

For general information about viewing real-time metrics, customizing metrics views, restoring the default views, and obtaining metric descriptions, see the following topics of section Viewing Real-Time Metrics:

• General Information About Metric Viewing
• Understanding Real-Time Metrics
• Customization of Metrics Views

For how-to articles related to campaigns, see the following articles in Tutorials for Supervisors:

• How to Start and Stop Campaigns
• How to Enable and Disable Lists within a Campaign
• How to Add and Remove Campaign Teams

General Campaign Metrics View

General campaign metrics are displayed in a table in the upper section of the right pane of your Agent Desktop. This general campaign metric view will list, in alphabetical order, all active campaigns assigned to you.

The current status of each campaign is indicated in the Running column.

The mode in which the campaign is configured to run is indicated in the Mode column.

A campaign can run in one of the following modes:

• Preview - The calling records are submitted to the agents participating in the campaign. The agents are given a chance to review record information before dialing the destination numbers.

• Predictive - The system automatically dials numbers from list records according to currently optimal dialing rates, monitors call progress, and connects successful (answered) call attempts to available agents. The dialing rate is optimized to maintain the desired agent occupancy based on the statistical analysis of outcomes of most recent dialing attempts.

• Progressive - The system automatically dials numbers from list records according to a fixed (preconfigured) dialing rate, monitors call progress, and connects successful (answered) call attempts to available agents. Note that progressive mode is also used for a short period of time at the beginning of campaigns of the Predictive type (see above) until the system has enough real-time statistical input to enable the predictive algorithm.

• Automatic (IVR) - The system automatically dials numbers from list records, monitors call progress, and connects successful (answered) call attempts to a prerecorded IVR message. Agents are not involved in campaigns of this type.

More Information

For general information about real-time metrics, see section Understanding Real-Time Metrics.

For view customization, see section Customization of Metric Views.

For detailed descriptions of the available campaign metrics, see List of Campaign Metrics.

Individual Campaign Metrics View

In addition to the general campaign view described in the previous section, you can define a custom metrics view for each campaign individually. To define a custom view for a particular campaign, first select this campaign in the general metrics view.

The name of the selected campaign will appear under the general campaign view with a predefined set of metrics.

To add new metrics, click the green add metrics symbol. To make any changes in the current set of metrics, click the black triangle that appears next to a metric name when you mouse over it. A menu of customization options will appear.

Customization Options

The following customization options are given in the pull-down menu.

• Add metrics allows you to add any metric from the set of the available campaign metrics. Simply select Add metrics and select the desired metrics from the menu that appears. (You can use the add metrics symbol for the same purpose.) The metrics in this menu are the same as in the General Campaign Metrics View; for their descriptions, see section List of Campaign Metrics

• Add disposition count allows you to add a metric for the number of call attempts with a specific disposition since the beginning of the reporting interval. Simply select Add disposition count and select the desired disposition from the menu that appears. You can use the add metrics symbol for the same purpose.

• Add disposition % allows you too add a metric for the percentage of call attempts with a specific disposition relative to the total number of call attempts made since the beginning of the reporting interval. Simply select Add disposition % and select the desired disposition from the menu that appears. You can use the add metrics sign for the same purpose.

• Hide metric allows you to hide the metric for which the menu was invoked.

• Hide all metrics allows you to hide all metrics currently present in the individual campaign view.

• Restore default view will return the shown metrics to the original presets.

• Set view as default system-wide allows you to set your customized metrics for a given campaign as the system default.

List of Campaign Metrics

This section provides detailed descriptions of the real-time metrics that apply to campaigns and that can be displayed via the General and Individual Campaign Metrics views. Metrics are arranged in alphabetical order.

Many metrics available for display in this view can also be displayed via the Service Metrics View. If you cannot find the description of the desired metric in this section, see section List of Service Metrics or All Real-Time Metrics in the Reporting Reference Guide.

Note the following considerations regarding the general campaign metrics:

• The term calls in the metric definition shall be interpreted as outbound calls associated with the given campaign.
• The term agents in the metric definitions shall be interpreted as agents qualified to participate in the given campaign (i.e., those who have the corresponding skill with any level higher than zero). Note that because a campaign may be associated with more than one team, the agent-related service metrics (e.g., Logged In, Ready, Occupancy, etc.) may include agents that you are not assigned to supervise.
• The term records shall be interpreted as records of all lists associated with the given campaign and enabled within this campaign. Note that if any filters were applied to those lists when they were associated with the given campaign, the filtered-out records will be excluded from any of the following record-related metrics.

Metric Descriptions

For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. The metrics here are listed in alphabetical order.

ASR %

Attempted

Attempted %

Busy

Completed

Completed %

Dialable

Est Duration

Expired

IN Max Wait

Lists P. A. Completed

Lists P. A. Remaining

Logged In

Mode

Not Ready

OUT Abandoned

OUT Abandoned %

OUT Active

OUT Agent Disconnected

OUT Answered

OUT Answered %

OUT Avg Talk Time

OUT Call Rate

OUT Dialed

OUT Failed

OUT Handled

OUT IVR Abandoned

OUT IVR Abandoned %

OUT IVR Dropped

OUT in Progress

OUT Queue Abandoned

OUT Queue Abandoned %

OUT Queue Dropped

OUT Remote Disconnected

OUT Ringing Abandoned

OUT Ringing Dropped

OUT Routed

OUT Total Talk Time

OUT Transferred

OUT Unattended

Occupancy

Out of Quota

Ready

Total Completed

Total Completed %

Total DNC

Total Records

Total Remaining

Quota Metrics View

If you are running a quota campaign, you can view real-time metrics specific to the configured quotas.

If quotas are configured for a campaign selected in the general campaign metrics view, the individual campaign view will have the clickable word Quota displayed next to the campaign name.

To open the quota metrics view:

Simply click the Quota link. (See the highlighted link in the image shown.)

The quota metrics view will provide a separate set of metrics for each quota group configured for this campaign. For detailed descriptions of these metrics, see section List of Quota Metrics.

The bottom row of the quota metrics view displays the cumulative values for all quota groups.

Unlike the other real-time metric views, the quota metrics view needs to be updated manually to get the current values of all metrics.

To update the view with current metric values:

Click the Refresh button.

List of Quota Metrics

This section provides detailed descriptions of the real-time metrics that apply to quota groups that are configured within a campaign and are displayed via the Quota Metrics View. Metrics are arranged in alphabetical order.

Note the following considerations regarding the quota metrics:

• The term records in the metric definitions shall be interpreted as records of of the list associated with the given campaign and currently enabled within this campaign. Note that a quota-based campaign can have only one list enabled within it at a time.

• Metrics have different meanings depending on the quota type: field-based, disposition-based, or list-wide. For the differences between these quota types, see the description of the Quota metric. For more information about campaign quotas, see the Contact Center Administration Guide, section Lists Tab.

Metric Descriptions

Completed

• For field-based quota groups, the Completed metric provides the number of records matching the group selection criteria that have been completed (i.e., the records for which any final disposition have been set).
• For disposition-based quota groups or a list-wide quota, Completed provides the total number of records in the list that have been completed (i.e., the records for which any final disposition have been set).

Quota

• For field-based quota groups, the configured Quota provides the number of records matching the group selection criteria that must completed with any disposition of "success" type.
• For disposition-based quota groups, the configured Quota provides the number of records in the list that must be completed with the disposition specified for this group.
• For a list-wide quota, the configured Quota provides the number of records in the list that must completed with any disposition of the "success" type.

Note that any changes in configured quota values will be reflected here only after the campaign is started.

Remaining

• For field-based quota groups, Remaining provides the number of records matching the group selection criteria whose processing within this campaign has not finished.
• For disposition-based quota groups or a list-wide quota, Remaining provides the total number of records in the list whose processing within this campaign has not finished.

Successes

• For field-based quota groups, Successes provides the number of records matching the group selection criteria that have been completed with any disposition of "success" type.
• For disposition-based quota groups, Successes provides the number of records in the list that have been completed with the disposition specified for this group.
• For a list-wide quota, nSuccesses provides the number of records in the list that have been completed with any disposition of the "success" type.

Total Records

• For field-based quota groups, this metric provides the total number of records in the list matching the group selection criteria.
• For disposition-based quota groups or a list wide quota, this metric provides the total number of records in the entire list.

Lists View

Real-time metrics for specific lists within a selected campaign are displayed in the lower section of your Agent Desktop in a table called Lists. To view these metrics, first select the desired campaign in the General Campaign Metrics View. The Lists table will show all lists associated with the selected campaign in alphabetical order.

Like the General Campaign Metrics view, Lists View also has a section where you can define a set of custom metrics for each list-campaign association individually. To define a custom view for a particular list, first select this list in the general list metrics view. Then, click the down arrow and select the desired "add" or "hide" options.

Metrics available in the Lists View are a subset of the campaign metrics focused on records (as opposed to call attempts), except that they only apply to records of an individual list within the selected campaign. For descriptions of these metrics, see section List of List Metrics.

The following data is specific to the campaign list view:

• Parameter Enabled is an indication of whether the given list is currently enabled or disabled within the selected campaign. For more information, see section Enabling and Disabling Lists within a Campaign.

• Parameter Order means the order in which this list will be used within the given campaign relative to the other lists assigned to the same campaign. This is a static property defined in the campaign configuration. Records from lists with the same order will be dialed in a round-robin fashion.

• For lists with the same Order (see above), parameter Ratio defines the ratio at which records from these lists will be attempted. For example, if you have two lists with order 1, the first list has a ratio set to 2 and the second list has a ratio set to 3. Two records from the first list will be attempted, then three records from the second list will be attempted, then two records from the first list will be attempted, and so forth. This is a static property defined in the campaign configuration.

• The bar chart shows campaign list progress and efficiency expressed as attempts per completion. The horizontal axis shows passes through the campaign list records. A pass is a part of the campaign during which all campaign list records are attempted once. For each pass, the vertical axis shows the percent of records that were completed by agents, auto-completed (due to a DNC match or reaching maximum attempts), rescheduled, and remaining (not attempted on the given pass).

List of List Metrics

This section provides detailed descriptions of the real-time metrics that apply to individual calling lists within campaigns and that can be displayed via Lists View. For definitions of all real-time metrics, see List of All Real-Time Metrics. Metrics here are arranged in alphabetical order.

Please note: The term records in the following descriptions shall be interpreted as records of the given list within the given campaign. Note that if any filters were applied to this list when it was associated with the given campaign, the filtered-out records are excluded from any of the following metrics.

Metric Descriptions

Attempted

Attempted is the number of records from a campaign where contact has been attempted, including the records that are currently being attempted. For campaign operations, this metric is only applicable to individual lists.

Attempted %

Attempted % is the percentage of records attempts during a campaign. This metric provides the percentage of attempted records relative to total records for the day. For campaign operations, this metric is only applicable to individual lists.

Completed

The Completed metric provides the number of records that have been completed (i.e., the records for which final dispositions have been set).

Completed %

Completed % is the percentage of completed records from a campaign for the day out of the sum of completed and remaining records for the day. For campaign operations, this metric is only applicable to individual lists.

Dialable

Dialable provides the number of records that can be dialed at this moment. Compare this metric to the Total Remaining metric that counts all records whose processing within this campaign has not finished. A difference between the two normally indicates that, even though you still have records to process, some of those records have been rescheduled for a future time and, therefore, you may have substantially fewer records that can be actually dialed at the moment. This metric excludes personally assigned records.

Expired

Expired provides the number of records whose processing was finished because the time period during which those records could be called has expired. A record may be set to expire if, for example, the customer agreed to be contacted (opted in) for a limited period of time or to avoid any chance of calling numbers that may have been added to a national or regional/state do-not-call (DNC) list after they were imported into the system for dialing.

Lists P. A. Completed

P. A. Completed returns the number of personally assigned records completed since the beginning of the campaign. This metric is meaningful for preview campaigns only.

Lists P. A. Remaining

P. A. Remaining returns the number of personally assigned records whose processing within this campaign has not finished. This metric is meaningful for preview campaigns only.

State chart

State chart is a bar graph displaying four types of counted records: auto, remaining, scheduled, and completed. Each of these counted records can be filtered in or out of the graph by clicking on the record name type. For campaign operations, this metric is only applicable to individual lists.

Order

Order defines the order (from low to high) in which lists will be used within a given service. For more information, see List Order in the Contact Center Administrator Guide.

Ratio

For lists with the same order, Ratio defines the ratio at which records from these lists will be used. For more information, see Dialing Ratio in the Contact Center Administrator Guide.

Total Completed

This metric provides the total number of records, including personally assigned records, completed since the beginning of the campaign.

Total Completed %

This metric provides the percentage of Total Completed records relative to Total Records.

Total DNC

Total DNC provides the total number of records excluded from dialing since the beginning of the campaign because they matched records in the associated Do Not Call (DNC) lists. This metric includes personally assigned records.

Total Records

This metric provides the total number of records in the list, including personally assigned records.

Total Remaining

Total Remaining provides the total number of records, personally assigned records, whose processing within this campaign has not finished.

Campaign Teams View

Real-time metrics for specific agent teams assigned to a selected campaign are displayed in the lower right section called Teams of your Agent Desktop. To view these metrics, first select the desired campaign in the general metrics view. The Teams table will show, in alphabetical order, all agent teams assigned to the selected campaign.

Like the General Campaign Metrics view, the Campaign Team view also has a section where you can define a custom metrics view for each list-campaign association individually. To define a custom view for a particular list, first select this list in the general metrics view.

Metrics available in the Campaign Team View are a subset of the service metrics focused on agent participation. For descriptions of these metrics, see section List of Team Metrics.

Note the following considerations regarding the campaign team metrics:

• The term agents in the metric definitions shall be interpreted as agents of this team qualified to participate in the selected campaign (i.e., those who have the corresponding campaign skill with any level higher than zero). Note that not all agents assigned to the team may have such a skill.

• The term outbound calls in the metric definitions shall be interpreted as any outbound calls handled by the agents of this team qualified to participate in this campaign (see above). Note that if the agents participate in a number of campaigns or make manual outbound calls related to inbound services, all such calls will be counted as outbound calls in these metrics.

General Information About Email Queue Management

In addition to calls and chats, the agents of your team may be assigned to process customer requests made via email. In such a case, as the supervisor, you will be able to assign emails to your agents manually, from the team queue and your My Queue. You will also be able to view and manage personal email queues (i.e., My Queues) of all your agents.

For general email handling functions available to agents of your team, see the topics of the Handling Email section of the Bright Pattern Contact Center Agent Guide.

For instructions on how to manage queues and assign emails, see Tutorials for Supervisors, section How to Manage Queues and section How to Review and Assign Email to Agents.

General Information About Metric Viewing

As a supervisor, you can view real-time metrics for the members of your teams, the services assigned to your teams, and the individual skills within those services. These metrics are found in the Supervision section of Agent Desktop.

The Supervision section displays metrics for either one team or all teams at a time. If you have more than one team under your supervision, you can select the desired team. If you have the privilege "All assigned teams combined view," you can select the All Teams view in order to view metrics for agents from all your teams. Real-time metrics are updated every few seconds.

Understanding Real-Time Metrics

Real-time metrics are constantly updated in real-time (every few seconds) to reflect the current status of your contact center operations. The system provides real-time metrics of two types: cumulative and instantaneous.

• Cumulative metrics include all events matching the described condition since the moment within the previous 24 hours when the real-time statistics were reset according to your contact center configuration. Most of the cumulative metric names end with a verb in the perfect form and their descriptions are given in the present perfect form (e.g., IN Queued: Number of inbound interactions that have entered the service queue).

• Instantaneous metrics only count the resources that match the described condition at the present moment. Most of the instantaneous metric names end with an adjective or a verb in the progressive form and their descriptions usually have words current or currently (e.g., IN Waiting: Number of inbound interactions that are currently waiting in the service queue). (Compare this example to the cumulative IN Queued metric.)

Names of many metrics have prefixes IN, OUT, or CB.

• Metrics whose names start with IN are related to inbound interactions.
• Metrics whose names start with OUT are related to outbound interactions. Unless explicitly stated otherwise in a metric description, these metrics count both regular outbound interactions made by agents (e.g., consult calls made with respect to inbound services) and campaign calls that may be dialed by the system and distributed to the agents when answered.
• Metrics whose names start with CB are related to inbound calls that selected the Virtual Queue option (i.e., callback requests).

For more detailed metric descriptions, follow these links:

• Team Metrics
• Service Metrics
• Skill Metrics
• Agent Metrics
• Campaign Metrics
• List Metrics

Additionally, a list of All Real-Time Metrics and their definitions is available in the Reporting Reference Guide. Information About Real-Time Metrics, also located in the Reporting Reference Guide, provides general details about how these metrics function.

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 that will appear.
2. Select the Hide metric option.

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 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.

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.

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:

• Service Metrics
• Skill Metrics
• Agent Metrics
• Campaign Metrics
• List Metrics
• Team Metrics

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 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.

List of Team Metrics

This section provides detailed descriptions of the real-time metrics that apply to teams and can be displayed via the Team Metrics View in the Supervision center or via Campaign Team View in the Campaign Operations center. For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. Metrics here are arranged in alphabetical order.

Avg ACW Time

Avg Idle Time

Busy

CAL Overdue

CAL Reminders

IN Avg Handle Time

IN Handled

Logged In

Not Ready

OUT Handled

OUT Rejected

Occupancy

Ready

Service Metrics View

Service metrics are located in the Supervision section of Agent Desktop and displayed in the middle of the Context Information Area. This view displays metrics for either all services assigned to the selected team or all services assigned to all teams. You may toggle between specific team views and the All Teams view.

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

The bottom row of the service metrics view displays the cumulative values for all currently displayed services. In the Name column, the bottom row shows the total number of currently displayed services. For detailed descriptions of the available service metrics, see section List of Service Metrics. For definitions of all real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide.

To learn how to customize service metrics, see Tutorials for Supervisors, section Customizing Metrics.

Service Metrics for One Team

To view the service metrics for one team, select the desired team name from the available list of teams located at the top of the Context Information Area. Doing this will cause that team's service metrics to appear in the middle of the Context Information area. For any team selected, the name of the team appears next to the word "Services."

Service Metrics for All Teams

Selecting All Teams from the teams list will display the service metrics for all teams for which the supervisor is assigned to appear in the Context Information area. You can tell, at a glance, that the view includes service metrics for all teams by looking at the view's title, which shows "All Teams" next to the word "Services."

List of Service Metrics

The following is a list of service metrics. For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. The metrics here are listed in alphabetical order.

Busy

Busy Svc

CB Requested

CB Waiting

IN ASA

IN Active

IN Agent Disconnected

IN Avg Talk Time

IN Breached SLA

IN Carried Over

IN Carried Over New

IN Closed

IN Desktop

IN EWT

IN Handled

IN Handled New

IN Handled Unique

IN Handled Unique %

IN IVR Abandoned

IN IVR Dropped

IN in IVR

IN Max Wait

IN Queue Abandoned

IN Queue Abandoned %

IN Queue Dropped

IN Queue Sh-Abandoned

IN Queue Sh-Abandoned %

IN Queued

IN Queued Unique

IN Received

IN Received New

IN Rejected

IN Remote Disconnected

IN Replied

IN Ringing

IN Ringing Abandoned

IN Ringing Dropped

IN Routed

IN Self Serviced

IN Svc Change Received

IN Svc Changed

IN Svc Level %

IN Svc Level Day %

IN Total Abandoned

IN Total Abandoned %

IN Total Talk Time

IN Transferred

IN Waiting

IN in Progress

IN on Hold

IN on Hold Unique

Logged In

Not Ready

OUT Abandoned

OUT Abandoned %

OUT Active

OUT Agent Disconnected

OUT Answered

OUT Answered %

OUT Avg Talk Time

OUT Dialed

OUT Handled

OUT in Progress

OUT IVR Abandoned

OUT IVR Abandoned %

OUT IVR Dropped

OUT Queue Abandoned

OUT Queue Abandoned %

OUT Queue Dropped

OUT Rejected

OUT Remote Disconnected

OUT Ringing

OUT Ringing Abandoned

OUT Ringing Dropped

OUT Routed

OUT Total Talk Time

OUT Transferred

OUT Unattended

OUT Unattended %

Occupancy

Ready

Skill Metrics View

For each service that is displayed in the service metrics view, you can view a subset of metrics related to each individual skill within that service.

To view skill metrics for a particular service, click anywhere within the row of metrics dedicated to the desired service, except for on the service name. (The latter is reserved for hiding unwanted services as explained in the previous section.) A new window will open showing metrics for each individual skill related to the selected service.

You can move the skill metrics window to any other location on your Agent Desktop screen. To close the skill metrics window, click the close icon in the upper right-hand corner.

For detailed descriptions of skill metrics, see section List of Skill Metrics. Please note: Skill metrics view is not available for email services.

List of Skill Metrics

This section provides detailed descriptions of the real-time metrics that apply to individual skills associated with a selected service and that can be displayed via the Skill Metrics View. Metrics are arranged in alphabetical order.

Note the following general considerations regarding skill metrics:

• Unless noted otherwise, the terms interactions in the metric descriptions shall be interpreted as interactions that requested (1) the service for which the skill metric view is displayed AND (2) the given skill within this service.

• The term agents in the metric definitions shall be interpreted as agents who have (1) the service skill for which the skill metric view is displayed AND (2) the given skill. Note that since one service may be associated with more than one team, the agent-related skill metrics (Logged In and Ready) may include agents that you are not assigned to supervise

Skill Metrics

For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide.

IN Active

IN Max Wait

IN Waiting

Logged In

Ready

Agent Metrics View

Agent metrics are displayed in the Supervision 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).

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.

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.

Subteam Editing Mode

A supervisor looking at a team in may switch to Subteam Editing mode by clicking the pencil icon, which is next to the my subteam only checkbox.

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.

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.

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:

• Outbound interaction in progress (dialing, talk or hold)

• Inbound interaction in progress (ringing, talk or hold)

• The customer has disconnected from interaction and the agent is performing After Call Work related to this interaction. Note that this icon is a user state.

• The call is on hold.

• Chat or SMS/MMS interaction in progress

• Email interaction in progress

• The logged in user has no phone.

• The user is logged in on the Mobile Agent app.

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.

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

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

• For calls, Hold provides the total time that the agent has had the current call on hold.
• For emails and chats, Hold provides the total time that the agent has had the current interaction out of focus.
• If the agent is handling multiple interactions, the displayed Hold value relates to the interaction that is currently selected in the agent's Active Communications List.

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

• For calls, Talk provides the total time that the agent has spent talking on the current call. This metric excludes hold time.
• For emails and chats, Talk is the total time that the agent has had the current interaction in focus.

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.

Real-Time Metric Alerts

You can set thresholds for some of the service, campaign, and agent metrics and be visually alerted whenever the current values of the corresponding metrics reach those thresholds.

Visual alerts are provided in two forms: a pop-up window and a color change in the metrics view. You can configure a different alert color for each metric and choose whether the text or the background of the corresponding cell will be highlighted with this color. Whenever a configured threshold is reached for a specific metric:

• A pop-up window will be displayed with the metric name and its actual current value.

• The actual real-time value of this metric will be highlighted with a selected color in the metrics view. When the actual value drops below the threshold, the alert will be cleared, i.e., the metric value will again be displayed with the regular color.

For more information, see Tutorials for Supervisors, section Customizing Real-Time Metric Alerts.