Track Agents Performance

As a supervisor, you can oversee your team's performance and access a detailed statistical analysis of agent statuses.

How can I access the team monitoring page?

To access the team monitoring page, follow these steps:

Click the options icon on the left side of the header.
From the drop-down menu, select "Team Monitoring".
You will view the team monitoring page.

There are four cards on the team monitoring page, described as follows:

In Queue Now

The "In Queue Now" card provides managers with real-time statistics about customers for the current day:

In Queue Now (#): Displays the total number of customers currently in the virtual queue awaiting agent interaction.
AVG. Waiting (MM:SS): Displays the average waiting time of customers who typically wait beyond the Acceptable Average Wait Time, a time configured by the administrator (default is 10 minutes).
Longest Waiting (MM:SS): Indicates the wait time of the customer who has been waiting the longest.

Handled Interactions

Within the "Handled Interactions" card, managers can view the following real-time statistics about handled calls for the current day:

Handled Interactions (#): This represents the total number of interactions answered by agents, not including those that were abandoned.
AVG. Response Time (MM:SS): The Average Response Time shows the average time taken to initially respond to customer calls.
AVG. Duration (MM:SS): The Average Handle Time represents the average duration of calls managed by agents.
Abandoned: This displays the total number of calls abandoned by customers.

Agents

The "Agents" card enables managers to view the following real-time statistics about agents for the current day:

Agents (#): This shows the total number of agents in the team.
Agents Ready (#): This represents the total number of agents ready to accept customer calls.
Agents Available (#): This signifies the total number of agents currently active and available in the system.
Agents On Call (#): This indicates the total number of agents currently engaged in customer calls.

Appointments Today

Within the "Eligible Appointments Today" card, managers can view the following real-time statistics about the last and next appointments for the current day:

Appointments Today (#): This represents the total number of appointments for the current day.
Last Appointment: This indicates the time slot allocated for the last appointment of the day.
Next Appointment: This represents the time slot designated for the next upcoming appointment.