Agent Monitoring
Overview
The Agent Monitoring tab provides Supervisors with a detailed, historical perspective on the activities, performance, and productivity of individual agents over a specific duration (typically the last 12 hours). It serves as a central hub for deep-dive analysis into an agent's workday, encompassing their schedule, efficiency, and transaction volume across all assigned campaigns.
How It Works
The system gathers data from agents and presents it in a columnar view, allowing supervisors to see multiple metrics side-by-side for all agents.
- Data Aggregation: The view aggregates historical data over the last 12 hours (default setting) for metrics like duration and volume (e.g., Total Talk-Time, Connected Calls).
- Data Refresh: The display provides clear indicators for the refresh rate of different data types:
- Real-Time Data (Agent Activity): Refreshes every 5 seconds.
- Historical Data (Statistics): Refreshes every 5 minutes.
- Search and Filter: Supervisors can search for a specific agent using their User ID or Username.
- Performance Metrics: The columns are organized to track agent time spent in various states (Ready, Break), their efficiency (AHT, Avg ACW Duration), and their output (Connected Calls, Wrapped Calls).
Prerequisites
Campaign Type | Prerequisites |
|---|---|
All Campaigns | The agent must be Staffed to the campaign. |
Voice Campaigns | The agent must have logged in and selected a Call Context or Extension (phone number) for voice-related metrics to populate. |
Interaction Campaigns | The agent must be set to Ticket Assignment On for their status to be considered "Ready" to receive tickets. |
Configuration Steps
The supervisor can customize the information displayed:
- Customize View: The supervisor can manually select which columns (metrics) are visible in the table.
- Reorder Columns: Columns can be dragged and dropped to change their display sequence for easier analysis.
Use Cases
Campaign Type | Use Case |
|---|---|
Inbound, Outbound, Predictive | Performance Review Preparation: Reviewing the historical AHT and Avg ACW Duration for a specific agent over the last 12 hours to identify coaching opportunities related to efficiency and wrap-up time. |
All Voice Campaigns | Call Volume Analysis: Checking an agent's Connected Inbound, Connected Auto Dials, and Connected Manual Dials volume to compare productivity against peers and determine if the agent is achieving their call targets. |
Interaction (Ticketing) | Workload Balancing: Monitoring an agent's Assigned Tickets and the breakdown by High/Mid/Low Priority to prevent a single agent from being overloaded while others are under-utilized. |
All Campaigns | Schedule Adherence Check: Using Ready Duration and Break Duration combined with Breaks count to verify an agent is following their assigned schedule and minimizing unplanned downtime. |
Outbound Only | Compliance/Operational Audit: Tracking an agent's Working Mode (WFO/WFH) to ensure they are logging their remote status correctly as per company policy. |

Benefits
- Targeted Coaching: By analyzing detailed historical metrics like AHT and Total Talk-Time on an individual level, supervisors can provide personalized, data-driven feedback to improve agent efficiency and quality.
- Fair Performance Evaluation: The standardized set of metrics ensures that all agents are measured against the same criteria, allowing for objective and fair performance reviews.
- Proactive Risk Identification: High values for metrics like Avg Hold Duration or excessive Break Duration signal potential problems (e.g., system issues, agent disengagement) that the supervisor can address before they impact customer service.
- Campaign Alignment: The ability to see metrics specific to the campaign type (e.g., Connected Auto Dials for Outbound, Closed Tickets for Interaction) ensures that the monitoring focus is aligned with the goals of that business process.
Limitations
- Time Window Restriction: Most performance and productivity metrics are limited to the last 12 hours of activity, which may not be sufficient for weekly or monthly performance analysis.
- No Internal Call Inclusion (AHT): The Avg Handling Time calculation specifically excludes internal calls (Dial User), which means a complete picture of an agent's total time spent on the system is not available from AHT alone.
- Multiple Extension Ambiguity (Voice): If an agent uses multiple call campaigns, the view only shows the stats of campaign selected in one row, which might obscure the agent's full voice-related activity.
- Read-Only View: This tab is purely for monitoring; it does not offer the real-time intervention controls (Snoop, Barge, Conference) available in the Live Monitoring tab.