Agent Monitoring in Inbound Campaign

the agent monitoring section allows supervisors to track and manage agent activities within an inbound campaign you can perform the following operations here data collection indications on the top, a horizontal bar shows the indications of different data collection intervals figure data collection indications filter using the filter icon, supervisor can filter the agents on the basis of their groups(group manager) figure filter real time data the data metrics, whose data is refreshed after 5 seconds, then it will be indicated with the border of blueish color historical data the data metrics, whose data is refreshed after every 5 minutes, then it will be indicated with the border of black color stats duration it informs about the time interval for which the statistics are showing on the page here, the time interval selected is the 12 hours stats reset it informs the interval after which the statistics were reset last search you can search for a particular agent to view its details user card the supervisor can see the basic information of agents assigned in that campaign by hovering its mouse over the agents name the user card is displayed while hovering the mouse on the user name of the user following screen is displayed while hovering the mouse over the username of the user figure user card the user card contains the user role, username, and userid additional information hover the mouse over icon to see the information on the data that is, statistical data, last calculated time and last fetched time customize the view you can click icon to select the columns that you want to show on the screen figure column headers in the right part of the section, the user can click and hold icon and drag a column upward or downward to change the sequence of the columns in the table the column on top will be displayed at the first position from the left if some columns are mandatory to be displayed, then the user will not have the option not to select or deselect the colums select the column headers that you want to display on the agent monitoring page it contains the following customizations agent schedule it contains the following columns which the supervisor can select from call context it shows the name of the call context selected by the agent in case of multiple extensions with an agent, the only one call context will be visible if the agent changes the call context, then the row will be updated in maximum 2 minutes 35 seconds the agent name may not be visible in any of the following cases the refresh time is not reached the agent has not selected the extension containing the selected call context in the case of webrtc, the call context name will be auto generated the row will be visible after 5 minutes it shows the current data and its maximum data refresh interval is 2 minutes 35 seconds staffed duration it is the total time duration (that is the plus of the total ready time and the total break time) in which the agent has been assigned in the campaign for the last interval calculation figure calculation of staffed durationif the user has selected multiple campaigns, then only one campaign will be displayed here here, the time is being calculated as per a campaign therefore, the time spent by the user after the logon but before selecting a campaign will not be counted here it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds extension it shows the agent's phone numbers in the case of multiple extensions, only the selected call context in one row will be visible the local and endpoints will not be displayed here the agent has been logged on to the system but its name may not be visible in any of the following cases the row will be visible after 5 minutes it shows the current data and its maximum data refresh interval is 2 minutes 35 seconds the refresh time is not reached the agent has not selected the extension containing the selected call context ready duration it is the total ready duration of an agent in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds break duration it is the total break duration of an agent it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds breaks it shows the count of breaks taken by the agent staffed to this campaign if the agent is automatically set on "auto available" just after the logon, then the break count will be increased by 1 auto call on duration it is the total duration when the agent is on auto call on status it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds agent performance it contains the following columns according to the various agent performances total talk time it is the total talk time of an agent for all calls in a campaign it is the total talk time of an agent for all calls in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds acw duration it is the total wrap time of an agent for all calls in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds avg call duration it is the average call duration for an agent in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds avg handling time it is equal to the sum of customer talk time for this agent, customer hold time for this agent, and wrap time of connected calls divided by the total connected calls for this agent it includes only customer interactions, but dial user (internal calls) are not included calculation figure calculation of avg handling timeaht does not include the average wrap time of an agent as the average wrap time will also include the wrapping of not connected calls it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds avg hold duration it is average hold time of an agent for customer calls in a campaign it does not include the hold time on dial user (internal calls) it is equal to the total hold time divided by the count of customer calls with hold calculation figure calculation of avg hold durationit shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds avg acw duration it is the average of acw duration of an agent in a campaign it is the total wrap up time divided by all wrapped calls for an agent calculation figure calculation of avg acw durationit shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds agent productivity it contains the following columns according to the various productivity of the agent's calls connected calls it shows the total calls answered by an agent in the campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds connected inbound it shows the total number of inbound calls received in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds connected transfers it shows the total number of transferred calls received and connected in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds connected manual dials it is the total number of manual dials connected to the customers in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds connected callbacks it is the total number of callbacks attended by an agent in a campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds total wrapped calls it is the total number of calls successfully completed and wrapped by the agent in that campaign it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds disposition code it contains the following columns of various disposition codes which the agent used while completing their calls foreign language it is the total number of calls disposed in "foreign language" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 7 minutes 35 seconds sale it is the total number of calls disposed in "sale" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds callback it is the total number of calls disposed in "callback" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds already hangup it is the total number of calls disposed in "already hangup" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds abrupt disconnection it is the total number of calls disposed in "abrupt disconnection" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds echo it is the total number of calls disposed in "echo" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds customer not able to hear it is the total number of calls disposed in "customer not able to hear" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds customer volume too low it is the total number of calls disposed in "customer volume too low" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds agent volume too low it is the total number of calls disposed in "agent volume too low" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds voice breakage it is the total number of calls disposed in "voice breakage" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds conference voice breakage it is the total number of calls disposed in "conference voice breakage" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds conference disconnection it is the total number of calls disposed in "conference disconnection" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds conference dtmf it is the total number of calls disposed in "conference dtmf" disposition it shows the data of the last 12 hours the current data on the user interface will be updated in maximum 2 minutes 35 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds columns it contains the following columns(the columns which are not covered in above section) agent name it shows the name of the agent the row will be visible after 5 minutes it shows the current data and its maximum data refresh interval is 2 minutes 35 seconds agent id it shows the id of the agent the row will be visible after 5 minutes it shows the current data and its maximum data refresh interval is 2 minutes 35 seconds group manager it shows the id of the group manager under whom the agent is assigned into groups it displays the group name in which the agent is assigned