Agent monitoring

Who should read this article : Administrators, Supervisors Create dashboards to monitor agent activity and access the Agent Zoom. Introduction Supervisors and floor managers can use the Agent Monitoring widgets to keep track of Agent ac...

Who should read this article : Administrators, Supervisors Monitor agents on selected teams in real-time. Introduction The Agent List widget enables you to monitor Agent s on selected team s in real-time. Display widgets for activity, m...

Who should read this article : Administrators, Supervisors Monitor the number of agents by their availability status. Introduction The Agent Counter widget displays the number of agents by their availability status in a pie chart view, ...

Who should read this article : Administrators, Supervisors Monitor the maximum duration each agent spent talking with a unique contact, and the number of unique contacts each agent called. Introduction For a selected team or teams, the Tal...

Who should read this article : Administrators, Supervisors Monitor the total time that agents spent in each status. Introduction The Agent Activity Duration widget displays a pie chart of agent status activity, showing the total time agen...

Who should read this article : Administrators, Supervisors Monitor the number of call attempts to a destination number by team members. Introduction The Redial Counter widget displays the number of call attempts to a destination number by...

Who should read this article : Administrators, Supervisors Monitor service level statistics for omnichannel interactions. Introduction For Omnichannel (digital) interactions, the Service Level widget may be configured to display one or mo...

Who should read this article : Administrators, Supervisors Monitor Wrap-up code usage by agents. Introduction The Wrap-Up Codes widget displays the wrap-up codes assigned by agents, on a selected team or teams, to categorize the interac...

Who should read this article : Administrators, Supervisors Monitor keyword usage by agents and contacts. Important The Speech Analytics and Keywords features are available for contact centers on the Pro plan or higher....