Agent Zoom

Who should read this article: Supervisors

The Agent Zoom panel lets supervisors monitor and manage the activities of a specific agent in real time.

Introduction

Agent Zoom is a powerful tool for supervisors to closely monitor and manage the activities of an individual agent under their supervision. It provides a focused view of an agent's performance, helping you address issues and optimize workflows efficiently. The Agent Zoom panel provide in-depth information about the selected agent for the current work shift.

Using Agent Zoom

To display the Agent Zoom, add the Agent List widget to the Voiso Real-time dashboard, then click the name of the agent to be monitored.

The Agent Zoom panel lets you view and change an agent's availability and also includes two tabs that let you view and manage an agent's interactions and queues.

Availability

At the top of the Agent Zoom panel, you'll find the agent's name, extension, and the date and time of their last login.

Next to the agent's name, the Availability menu shows their current status and the duration they’ve been in that status. Common statuses include (but are not limited to) Available, Outbound, Inbound, After Call Work, and Logout.

The Availability menu serves as the primary tool for managing an agent's state.

Changing an Agent's Status

You can update an agent's availability status when they are not actively engaged in an interaction. To do this:

1. Click the Availability menu.
2. Select the desired status from the list.

This ensures agents are appropriately assigned and available based on operational needs.

Force agent Logout

The Availability menu allows you to log out an agent, ending their active Voiso session. This feature is useful when an agent has left their account logged in but is no longer present.

To force an agent to log out:

1. Open the agent’s Availability menu.
2. Select Logged out to end their session.

Interactions Tab

The Interactions tab displays all active interactions the agent is currently handling, including details about the parties involved and the duration of the interaction. Under each interaction, you'll find Manager Actions buttons that allow you to perform actions such as monitoring or barging into a call.

For more information about these actions, refer to Managing Agents and Calls.

Queues Tab

The Queues tab in Agent Zoom displays all the queues you manage. Queues that the agent is assigned to are marked with a checkmark.

Assigning Agents to Queues in Real Time

You can update an agent’s queue assignments directly from the Queues tab. To apply changes, adjust the assignments as needed, then click Save to confirm.

Managing Interactions

The Interactions tab provides Voiso agent management tools that allow supervisors to monitor and manage agents during their interactions. These tools help ensure efficient operations and offer real-time support for agents.

Viewing and managing active interactions

When an agent is handling an active interaction, a bar representing the interaction is displayed in the Interactions tab. Each interaction type is indicated by an icon, making it easy to identify the type of interaction. If the agent is assigned to handle digital channels, multiple interactions of various types may appear in this section.

To manage an interaction:

1. Click the interaction bar to access the Manager Actions buttons.
2. Select a button to perform the desired action.

For detailed instructions on each manager action, refer to the following sections. This video summarizes the manager actions.

Silent Call Monitoring

You can listen to an agent who is handling a call without disturbing the agent or contact. Click Monitor to start listening to the call. The call opens in the Agent Panel on your desktop. When you are finished monitoring the call, click End in the Agent Panel.

Silent monitoring is also supported for digital channels. You can review the contents of messages as they are being written and received.

Whisper Coaching

You can help an agent who is handling a call without the contact hearing what you say to the agent. Click Whisper to start listening to the call and speaking to the agent. The call opens in the Agent Panel on your desktop. When you are finished whisper-coaching the call, click End in the Agent Panel.

Whisper coaching is also supported for digital channels. You can review the contents of messages as they are being written and received and provide feedback to agents without the contact seeing what you type.

Call Barging

You can join a call that an agent is handling so that both the agent and contact hear what you say. Click Barge-in to join the call. The call opens in the Agent Panel on your desktop. To leave the call, click End in the Agent Panel.

A common scenario is to whisper-coach an agent and then join the call if supervisor intervention is required. The same steps can be used for silent monitoring, as well, when you want to join a call you are monitoring.

Interception

The call interception function enables you to take over a call. You can do this either while the call is ringing or while the agent is handling the call. Click Intercept to grab the call. If the call is ringing on the agent's desktop, it stops. If the agent is already connected to the call, they are dropped from the call. The call opens in the Agent Panel on your desktop. To leave the call, click End in the Agent Panel. Select a wrap-up code.

Call Termination

The terminate function enables you to immediately end a call. Click Terminate to end the call. The Terminate event is added to the call, which you can see in the Call Detail Record (CDR).