Agent Productivity
Overview
The Agent Self-Monitoring App is a custom platform designed to display an agent's individual productivity and session data related to login duration, calls handled, and time spent on various breaks. It provides agents with a consolidated, system-level view of their performance for self-assessment.
- Scope: The data displayed is at the system level, irrespective of the campaign (Inbound or Outbound) selected by the user. The app is currently for voice purpose only.
How It Works
The app is divided into three primary sections, each displaying data from specific sources with unique refresh and reset properties.
Section | Data Type Displayed | Data Source & Reset Logic | UI Refresh Time |
|---|---|---|---|
1. Login Stats | Time the agent was logged in. | From JS stats. Data is available for the past 12 hours and does not reset on system restart. | 5 minutes |
2. Call Stats | Total calls handled (success or failed), irrespective of talk time. | From System stats (specifically AgentCallStatsT2D2). Data is available for the past 12 hours. Data resets to 0 on server restart and at 23:59:59. | 5 minutes |
3. Break Stats | Time spent on different break types (e.g., Meeting, Snacks). | From JS stats. Data is available for the past 12 hours and does not reset on system restart. | 5 minute |

Deployment Note
- File Extension: Before uploading the app on the server (up to build 4.3), the app's extension must be renamed from .aax to .aaex.
- User Mapping: No slot mapping is available for Voice-Admin. The Voice-Admin role is not shown in the list while uploading the app.
Use Cases
- Self-Correction: An agent can review their call stats and break stats to ensure they are meeting individual productivity targets and minimizing unauthorized break time.
- Shift Review: An agent can use the Login Stats to confirm the total time they were actively logged into the system for accurate shift time tracking.
- Supervisor Check: Supervisors can direct agents to their self-monitoring app for real-time feedback on their current shift performance.
Benefits
- Real-Time Feedback: Provides agents with near-real-time data (5-minute refresh) on their core metrics.
- Empowered Management: Enables agents to self-monitor and proactively manage their adherence and productivity goals.
Limitations
- Group Manager Exclusion: The app is Not working for Group Manager user roles.
- Call Stats Reset: Calling stats reset after every server restart, but the Login/Break stats do not reset.
- Voice Only: The app is currently purely for voice purpose.
Related Agent Productivity Features
These features are core to the Agent Console and support overall productivity management:
1. Agent Status and Availability Control
- Overview: Agents control their availability and status via a simple drop-down menu and campaign toggle switches.
- How It Works: After login, the agent's initial status is "Just Logged In (Unavailable)". They must manually change to "Available" to receive work. They can select configured Break Reasons (e.g., "Lunch," "Training") for non-productive time. Agents also use Auto-mode (Auto-Call On/Off) switches to control active campaign connectivity.
- Benefits: Ensures accurate tracking of productive vs. non-productive time and allows the agent to comply with multi-channel shift requirements.
2. Last Performed Activity Tracking
- Overview: A feature that tracks the time elapsed since the agent's last meaningful activity within their session.
- How It Works: Agents can hover over "Last activity since" in the Account Menu to see the total time elapsed. Activities considered include: changing status (all breaks), picking up a chat/ticket/call, dispositioning a chat/ticket/call, or putting a call on hold.
- Benefits: Helps both the agent and supervisor ensure continuous activity during shifts.
- Limitations: This feature is only available for the WebApp application and not for toolbars. The activity time count resets to 0 on page reload.
3. WebRTC Telephony Health Check
- Overview: A simple indicator to confirm the functional status of the agent's voice connection.
- How It Works: An icon in the top-right corner shows the WebRtc TroubleshooterWebRTC indicator. It should turn "Green" (registered) shortly after logging in. If it remains "Red," the WebRTC is not registered, and the agent cannot make or receive calls.
- Benefits: Allows agents to self-diagnose and proactively report connectivity issues to minimize call downtime.