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 activity and performance. See the table below for a brief description of each widget.
You can display multiple widgets of the same type. Voiso enables you to assign a custom name to each widget.
Agent Zoom
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.
Agent Monitoring
| Widget | Description |
|---|---|
| Agent List | Monitor 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 Counter | Display the number of agents by status in a pie chart view, including the total number of logged-in agents. |
| Talk Time / Unique Clients | Display a comparative bar graph showing the time agents talked to unique contacts. |
| Agent Activity Duration | Display the total time that agents spent in each status. |
| Redial Counter | Show the number of call attempts to a destination number during the reporting period. |
| Service Level | Display the Time to first response, Time to reply, and Time to resolution statistics. |
| Wrap-Up Codes | Display the wrap-up codes associated with calls your team has placed. |
| Keyword Counter | Display the number of times specific keywords occurred in conversations. |
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).
