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Agent List
- 06 Dec 2024
- 8 Minutes to read
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Agent List
- Updated on 06 Dec 2024
- 8 Minutes to read
- Print
- DarkLight
- PDF
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Who should read this article: Administrators, Supervisors
Monitor agents on selected teams in real-time.
Introduction
The Agent List widget enables you to monitor Agents on selected teams in real-time. Display widgets for activity, metrics, analytics, and keyword use for selected teams and Channels. Apply color coding for talk time in excess of three different thresholds.
You can use the Agent List widget to terminate active calls and access the Agent Zoom to view historical metrics, manage queue assignments, and initiate call monitoring features.
General
The Edit Agent List panel General tab includes the following parameters:
| Parameter | Description |
|---|---|
| Widget Name | The display name of the widget in the Real-time dashboard. If you want multiple Agent List widgets, each showing different information, assign unique names to help you know which widget is which. |
| Show extension | Display the extension of each agent in the list. This is handy if you want to be able to quickly call an agent. |
| Show campaign name | Displays the names of the outbound Dialer campaigns assigned to an agent. |
| Replace customer No. with country code | By default, the widget displays the contact's phone number when an agent is on an active call. Select this option to display the country code or other prefix instead of the contact's phone number. |
| Don't show Logged Off agents | By default, the Agent List widget displays the status of all agents from the selected team or teams. Select this option to show only logged-in agents. |
| Don't show total metric values | By default, the Agent List widget displays a Total row at the bottom of the table, which includes the totals of each specified metric for all agents. Select this option to hide the total row. This option is handy if you display information for which the total is irrelevant. |
Important
You must select at least one team from the Edit Agent List panel.
If no metrics or keywords are specified to be included in the Agent List widget, the following columns are displayed for the selected teams:
| Column | Description |
|---|---|
| Agent | The user name of the agent. |
| Ext | (optional) The agent's phone extension. |
| Status | The agent's current availability status, including the time the agent has been in that state. |
| Digital Interactions | The total number of omnichannel interactions the agent is handling. |
| Contact Number | Displays the phone number of the active call if Replace Customer No. with country code is not selected. |
| Destination | Displays the destination country code or prefix if Replace Customer No. with country code is selected. |
Metrics
The Edit Agent List panel Metrics tab includes the following parameters.
| Metric | Description |
|---|---|
| AACWT | Average After Call Work Time: The average time an agent spends in the After Call Work state. |
| AC | Answered Calls: The number of inbound calls an agent answered. |
| ACD | Average Call Duration: The average time callers spend on the phone with an agent. Includes hold time. |
| AHLDT | Average Hold Time: The average time callers spend on hold with an agent. |
| AHT | Average Handling Time: The average time an agent spends handling a call. Includes routing, talk, hold, and after call work time. |
| ANA | Average Non Answered: The average number of inbound calls routed to an agent that were not answered by the agent |
| Ans. Eff. | Answered and Effective: The number of outbound calls that were connected and had a duration longer than the Effective Call Duration timer setting. |
| Ans. Not DVM | Answered (not Direct to Voicemail): The number of outbound calls that were answered by a person and had a duration longer than the VoiceMail timeout timer setting. |
| Ans. Not Eff. | Answered and Not Effective: The number of outbound calls that were connected and had a duration longer than the VoiceMail timeout timer setting, but shorter than the Effective Call Duration timer setting. |
| Ans. Ratio | Answer Ratio: The percentage of outbound calls that connected. It does not include calls that were shorter than the Effective Call Duration timer setting. |
| ATT | Average Talk Time: The average time callers spend speaking with an agent. It does not include hold time. |
| TTT | Total Talk Time: The total time an agent spends talking on calls. Includes talk and mute time. |
| DVM | Direct to Voicemail: The number of outbound calls answered by an Answering Machine. The number of outbound calls that connected and had a duration less than the VoiceMail timeout timer setting. |
| HC | Handled Calls: The number of inbound calls an agent handled. Calls transferred from other agents are included, but calls transferred to other agents are not included. |
| Incor. Nmbr | Incorrect Number: The number of outbound calls that could not be completed due to an incorrect called party number. |
| Last Login | The date and time an agent last logged in. |
| New Nmbrs | New Destination Number: The number of new destination numbers an agent tried to reach. |
| No Ans. | No Answer: The number of outbound calls that reached the contact, but were not answered. |
| TC | Total Calls: Total number of calls placed or routed to an agent. Includes inbound, manual outbound, and Dialer calls. |
| TIC | Total Inbound Calls: The number of inbound calls routed to an agent. |
| Total Outbound Calls | The total number of outbound calls an agent placed. |
| Uniq. Nmbrs | Unique Numbers: The number of unique destination numbers an agent tried to reach. |
| 0-1 min | The number of outbound calls with a duration of more than 0 and less than 60 seconds. Dialer calls included. |
| 1-3 min | The number of outbound calls with a duration of more than 1 and less than 3 minutes. Dialer calls included. |
| 3-10 min | The number of outbound calls with a duration of more than 3 and less than 10 minutes. Dialer calls included. |
| 10+ min | The number of outbound calls with a duration of over 10 minutes. Dialer calls included. |
| After Call Work | The duration an agent was in the After Call Work status after login. |
| Available | The duration an agent was in the Available status after login. |
| Inbound | The duration an agent was in the Inbound status after login. |
| Offline | The duration an agent was not connected to the network after login. |
| Outbound | The duration an agent was in the Outbound status after login. |
| Unavailable | The duration an agent was in the Unavailable (with reason) status after login. |
| Lunch, Coffee Break, Meeting, etc. | The duration an agent was in each custom status after login. |
In the Edit Agent List panel Mectrics tab, you can specify Thresholds for the metrics – when the threshold value is exceeded, the metric is colored red in the Agent List table.
Analytics
The Voiso Keywords and Speech analytics features use Voiso speech recognition technology to process call audio recordings into a text transcript of the call.
The Edit Agent List panel Analytics tab includes the following parameters.
Speech analytics
To display conversation scores for your agents, select Agent conversation score. To display the score in red numbers when it falls below a specific value, enter a value between 1.0 (terrible) and 5.0 (excellent) in the Threshold field.
Keyword groups
Select one or more Keyword groups to view as columns in the Agent List table.
You can specify Thresholds for the number of times a keyword from a keyword group is spoken – when the threshold value is exceeded, the value for the keyword group is colored red in the Agent List table.
Participants
To specify which call party to report on, from the Participants section, select All, Agent, or Client.
Teams
Use the Edit Agent List panel Teams tab to specify which teams to include in the Agent List widget table. Select one or more teams, or select All teams to display all agents in the widget.
Channels
Use the Edit Agent List panel Channels tab to specify which interaction Channels to include in the Agent List widget table. The available channels depend on which channels are enabled for your contact center.
Color-coding
Use the Edit Agent List panel Color-coding tab to enable additional status color coding in the Status column of the Agent List widget table.
Click Enable additional color codes to apply the following colors to agent status color codes:
- Blue if talk time on a call exceeds 2 minutes.
- Dark green if talk time on a call exceeds 5 minutes.
- Black if talk time on a call exceeds 20 minutes.
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