--- title: Agent Monitoring slug: contact-center/agent-monitoring docTags: createdAt: 2025-09-30T15:47:26.430Z --- # 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: 1. **Customize View:** The supervisor can manually select which columns (metrics) are visible in the table. 2. **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 1. **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. 2. **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. 3. **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. 4. **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.