Using dashboards to monitor agents

Who should read this article: Supervisors

Track agent performance in real time to respond swiftly to changes and enhance efficiency.

Introduction

The Voiso Real-Time Dashboard offers a variety of widgets designed to help contact center managers monitor operations effectively. Supervisors and floor managers can use the Agent Monitoring widgets to track Agent activity and performance in real time.

Before you can add and use the Agent Monitoring widgets, you need to create a dashboard. For step-by-step instructions, see Adding Dashboards and Widgets.

To optimize monitoring, consider creating multiple dashboards to group widgets by business needs. For example:

• Create separate dashboards for each team you manage.
• Use one dashboard to monitor agents and another to track queues.

This approach helps you organize information and focus on specific metrics more effectively.

The following Agent Monitoring widgets are available for you to use:

Use Case: Adding a new widget

To add a new widget to a dashboard you have already created, from the Voiso navigation bar, navigate to Reporting > Real-time dashboard. Choose a dashboard, then click Add widget.

The Add new widget panel displays a list of the widgets grouped by type.

To learn about a widget, click the 'i' next to its name. A short description is displayed to explain what the widget does.

In the View column, click the widget to add to your dashboard, then click Add.

Specify the widget settings, then click Save. The widget displays at the top of your active dashboard. You can drag widgets to any position on the dashboard. Some widgets can be made bigger or smaller by dragging the lower right corner.

To modify a widget's setting, click the Settings icon to display the Edit widget panel. Adjust the settings, then click Save.

To remove a widget, click the trash can icon.

Use Case: Focusing on a single agent

The Agent Zoom article provides information about how to use the Agent List widget to manage specific agents and their active interactions. Refer to Managing agents and calls.

Use Case: Monitoring from the Agent List widget

The Agent List widget enables you to simultaneously view the status, keyword use, and metrics of all the agents you supervise. Use the settings to focus only on the parameters that are critical to your current business needs or display all parameters to monitor overall trends.

You can access the Manager Actions from the Agent Zoom. When an agent receives an interaction, the contact's phone number, account ID, or the Hidden number placeholder are displayed in the Customer No column.

Watch this video to learn how to activate and use the Agent Zoom from the Agent List widget and use the Manager Actions menu: