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      Agent Monitoring overview
      • 06 Dec 2024
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      Contents

      Agent Monitoring overview

      • Updated on 06 Dec 2024
      • 1 Minute to read
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      Article summary

      Who should read this article: Administrators, Supervisors

      Create dashboards to monitor agent activity and access the Agent Zoom.

      Agent Monitoring

      WidgetDescription
      Agent CounterDisplay the number of agents by status in a pie chart view, including the total number of logged-in agents.
      Agent ListMonitor agents in real-time by selected state and metrics and access Agent Zoom to view historical metrics, manage queue assignments, and initiate call monitoring features.
      Agent Activity DurationDisplay the total time that agents spent in each status.
      Redial CounterShow the number of call attempts to a destination number during the reporting period.
      Talk Time / Unique ClientsDisplay a comparative bar graph showing the time agents talked to unique contacts.
      Wrap-Up CodesDisplay the wrap-up codes associated with calls your team has placed.
      Keyword CounterDisplay the number of times specific keywords occurred in conversations.
      Service LevelDisplay the Time to first response, Time to reply, and Time to resolution statistics.

      Introduction

      Supervisors and floor managers can use the Agent Monitoring widgets to keep track of Agent activity and performance. The Agent List widget enables supervisors to access the Agent Zoom panel where an agent's activities can be viewed in greater detail, change the agent's status, and assign the agent to different queues. When an agent is on a call, the Agent Zoom enables supervisor call monitoring features.

      Tip

      You can display multiple widgets of the same type. Voiso enables you to assign a custom name to each widget.

      Modifying and removing widgets

      In the top right corner of each widget are two buttons that you can use to modify the widget settings on-the-fly (1) or remove the widget from the dashboard (2).

      Reporting Real-time Dashboard Settings And Delete Buttons

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