{"id":2700,"date":"2022-06-02T22:38:41","date_gmt":"2022-06-02T22:38:41","guid":{"rendered":"https:\/\/multisite.korebots.com\/agentassist\/?p=2700"},"modified":"2022-06-02T22:38:41","modified_gmt":"2022-06-02T22:38:41","slug":"monitoring-console","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/monitoring-console\/","title":{"rendered":"Monitor Console"},"content":{"rendered":"

<\/span>Monitoring Console<\/span><\/h2>\n

This section displays the agent-wise, default group-wise, and skill-wise performance metrics for the selected agent status, channel, or skills across divisions, verticals, customer segments, etc. on the current day.<\/p>\n

It provides the following features:<\/p>\n

    \n
  • Activity view by agen<\/strong>t: View agent queues, load %, and average times. Filter results and group by agent name.<\/li>\n
  • Activity view by skill:<\/strong> Switch to this option to view any upcoming bottlenecks, and do the required adjustments to the workforce based on skill in handling conversations.<\/li>\n<\/ul>\n

    The agent metrics can be viewed on the dashboard for the following time frames (see the image):<\/p>\n

    \"\"<\/p>\n

      \n
    • For the last x number of hours.<\/li>\n
    • For the start time (hour and minute values) in AM\/PM for the current day.<\/li>\n<\/ul>\n

      The counts summary of the total active and total queue customers along with that of conversations completed, transferred to another agent, and dropped-off by customers are displayed here.<\/p>\n

      \"\"<\/h2>\n

      <\/span>AGENTS Information<\/span><\/h2>\n

      This section displays the agent-wise statistics for conversation and customer in a table view. The status, channel, and skill lists appear in the second-level selection panel.<\/p>\n

      When you click AGENTS<\/strong>, the individual agent and default group selection icons are displayed.<\/p>\n

      \"\"<\/p>\n

      Tapping the agent<\/strong> icon displays agent-wise analytics data; and tapping the default group icon displays the stats for agents mapped to the default group based on the following selections:<\/p>\n

        \n
      • Status<\/strong>: Indicates the agent status from the listed options that include Any Status<\/strong> (default), Available<\/strong>, Away<\/strong>, Busy<\/strong>, and Offline<\/strong>.
        \n\"\"<\/li>\n
      • Channels:<\/strong> Lists the customer interaction channel options for selection which include Calls<\/strong>, Chat<\/strong>, or All Channels<\/strong>.
        \n\"\"<\/li>\n
      • Skills:<\/strong> Displays the list of agent skills to be selected which are categorized under division, vertical, process, and customer segment. Select individual skill values under each division\/vertical\/segment to view the relevant data, as shown in the example below.
        \n\"\"<\/li>\n<\/ul>\n[\/vc_column_text]
        <\/div>
        <\/div><\/div>\n

        <\/span>Customer and Conversation Statistics<\/span><\/h3>\n

        When you click AGENTS<\/strong> and select an individual agent or agent group, the following statistics summary panel is displayed:<\/p>\n

        Single Agent selection<\/strong><\/p>\n

        \"\"<\/p>\n

        Agent Group selection<\/strong><\/p>\n

        \"\"<\/p>\n

        This stats panel displays the following counts for the selected agent\/default group and channel:<\/p>\n

        Total Active Customers<\/strong><\/p>\n

        Indicates the count for the total active customers.<\/p>\n

        \"\"<\/p>\n

        Total Queue Customers<\/strong><\/p>\n

        \u00a0<\/strong>Indicates the count for the total queued customers (customers waiting in the service queue.<\/p>\n

        \"\"<\/p>\n

        Total Completed Conversations<\/strong><\/p>\n

        \u00a0<\/strong>Indicates the count for the total completed conversations (conversations closed).<\/p>\n

        \"\"<\/strong><\/p>\n

        Total Transferred Conversations<\/strong>\u00a0<\/strong><\/p>\n

        Indicates the count for the total transferred conversations (conversations transferred between agents and channels).<\/p>\n

        \"\"<\/strong><\/p>\n

        Total Drop-off Conversations<\/strong><\/p>\n

        Indicates the counts for the total drop-off conversations (conversations dropped-off by the customer).<\/p>\n

        \"\"<\/p>\n

        <\/span>Skills Information<\/span><\/h2>\n

        This section displays the table view of the agent-wise conversation statistics for the selected channel. To view the analytics data, select the channel and skill from the list.<\/p>\n

        \"\"<\/p>\n

        1. Channel Selection \u2013 <\/strong>Indicates the channel for which you would like to view the analytics data. The options available include:<\/p>\n

          \n
        • \n
            \n
          • ALL<\/strong>\u2013 Includes all the interaction channels.<\/li>\n
          • Calls-<\/strong> Includes only the call interaction channel.<\/li>\n
          • Chats<\/strong> \u2013 Includes only the chat interaction channel.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n

            \"\"<\/p>\n

            2. Time Frame selection \u2013 <\/strong>Indicates the duration (time frame) on the current day to view the agent or skill-based analytics data. Click Reset All<\/strong> to reset your selections.<\/p>\n

            The options available for selection include:<\/p>\n

              \n
            • Last x hours<\/strong> \u2013 Displays the data for the past x hours, where x<\/em><\/strong> is the number of hours you input.<\/li>\n
            • Today from<\/strong> \u2013 Displays the data for the current date in the hour and minute format based on your inputs and the time of the day based on AM or PM selection.<\/li>\n<\/ul>\n

              Click the Apply<\/strong> button to confirm your selections.<\/p>\n

              3. Search<\/b>: Returns entries that partially or completely match the agent name search string you type in the textbox.<\/p>\n

              \"\"<\/p>\n

              4. Utility Functions: <\/strong>You can export the given entries to a .csv file and download it, and review the account activity stats using the following icons:<\/p>\n

                \n
              • Export to csv<\/strong> \u2013 Click on this icon to export the current AGENTS data and download it in the .csv<\/em><\/li>\n
              • Refresh Report<\/strong> \u2013 Click on this icon to refresh the current status of conversations.<\/li>\n
              • The parameters that appear here include:\n
                  \n
                • Online\/offline status of the agent.<\/li>\n
                • 1st<\/sup> response time in x mins and y secs<\/strong> \u2013 The time taken for the agent\u2019s first response to a customer in the selected channel(s).<\/li>\n
                • Response time in x mins and y secs<\/strong> – The time taken by the agent for the response to a customer query or interaction in the selected channel(s).<\/li>\n
                • Resolution time in x mins and y secs<\/strong> – The time taken by the agent to resolve a customer query\/issue in the selected channel(s).<\/li>\n
                • Counts <\/strong>for the agent chats\/calls that are ongoing or with customers in the waiting queue.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

                  Monitoring Console This section displays the agent-wise, default group-wise, and skill-wise performance metrics for the selected agent status, channel, or skills across divisions, verticals, customer segments, etc. on the current day. It provides the following features: Activity view by agent: View agent queues, load %, and average times. Filter results and group by agent name….<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2700"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=2700"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/2700\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=2700"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=2700"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=2700"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}