Engage Digital | Monitoring agent activity

As we discussed in Intro to Supervisor, the Agents view in the supervision console lists every agent that is logged into the system. When you access the Agents view via Supervision in the left-hand navigation bar, you’ll find a table to help you monitor an agent. In the table, each row corresponds to an agent that has connected to the platform at some point during the day, whether they are still connected or not. You can identify which agents are currently connected to the platform via a blue dot indicator, located to the left of each agent name.
 
An agent can be connected to the platform without being connected to Routing mode. Agents who are connected to the platform (as indicated by a blue dot to the left of their initials) but not available in Routing mode have a grey dot for each channel mode and all their counts are greyed out.
Status of agents on supervision mode

Viewing the status of an agent

You can easily view the status of an agent on a channel mode. In the Agents view, each column between the Name column and the Status Duration column corresponds to a channel mode (by default, there are two: Async and Realtime). For each channel mode, an agent can have one of the following statuses:
  • Available: Shows a green dot, which indicates that the agent can receive interactions and has not yet reached their max capacity for this channel mode
  • Available (busy): Shows a yellow dot, which indicates that the agent has reached their max capacity for this channel mode and is no longer receiving new interactions, unless they manually request one
  • Away: Shows a red dot, which indicates that the agent is unavailable for this channel mode. There are several possible reasons for this:
    • The agent has missed an interaction, which automatically switched them to Away
    • The agent has been idle for 45 minutes, which automatically switched them to Away
    • The agent is away and has manually changed their status to account for it
    • The agent is working on a single channel mode at the moment
  • Disconnected: Shows a gray dot, which indicates the agent does not have the necessary permissions to access the channels in the channel mode, or is not connected to Routing mode

Changing the status of an agent

As a supervisor, you can change the status of an agent on either the asynchronous or real-time channel modes when needed. Follow the steps below to change the status of an agent connected to a channel mode.
1. Navigate to Supervision > Agents
2. Hover over the dot for an agent’s channel mode to reveal a dropdown menu
3. Select a new status from the dropdown menu
Once you change the status of the agent, the colored dot beside their name will change to indicate the new status. 
 
Note: You cannot change the status of an agent who is not connected to Routing mode.

Understanding Agents view metrics

This section contains the metrics you can see in the Agents view. The data indicated on the Agents view is for the ongoing day and is reset at the end of each day. Let’s review each metric below.
  • Status Duration: Shows the last status of the agent and the time spent in this status. For every status change, the count is reset to 0. By default, the status the agent can select is Available and Away. However, you can define custom presence statuses (Admin > Users > Presence statuses) so that the agent can account for being away.

    If the agent switches to a custom presence status, it will show instead as Away in the Status Duration column
  • Presence time: The sum of time during which the agent was connected to the platform in the Routing mode only, for the current day (regardless of the agent’s status).

    If the agent leaves the Routing mode, the count stops. If the agent returns to Routing mode during the same day, the count resumes where it stopped. 

    Once they have reached their max capacity, agents do not receive any more interactions. To ensure an even distribution of interactions, agents should not keep interactions for too long in their ongoing interactions. Once the agent has replied to the customer, they need to defer or complete the interaction to free up a slot in their ongoing interactions. If an interaction stays for too long in the ongoing interactions of an agent, the Average Handling Time (AHT) will be significantly impacted
  • Current interactions: Shows the agent’s current interactions. You can use this column to spot tasks that have been in an agent’s ongoing interactions for too long
  • Awaiting interactions: The number of interactions awaiting action (reply, defer, ignore, transfer). These are interactions to be processed by an agent with the appropriate skill set. A red number with a clock indicates the number of interactions for which the SLA commitment is breached among the waiting interactions. This metric is not updated when the agent is disconnected.

    These numbers can change from one agent to another, depending on their skills (e.g., channels, categories, languages)
  • Completed interactions: The number of closed or deferred interactions
  • Average Handling Time: The average time spent between the moment an agent accepts an interaction and the moment when he/she closes or defers it. This metric is not updated when the agent is disconnected
  • Missed interactions: The number of interactions sent to the agent and not accepted within the default value of 30 seconds, which will switch them to Away status automatically. You can use this column to spot agents who repeatedly miss interactions. 

    You can activate visual or sound notifications to prevent missing future interactions. Click the user icon, indicated by a circle with your initials in the center, in the top header bar. Click Configure notifications, then enable the Browser notification and Sound notification under Interactions notifications.

Monitoring an agent in real time

Real-time monitoring allows you to assess agent performance in real time and ensure compliance and performance issues are not overlooked. When you supervise an agent, the agent does not know that you are monitoring them. 
 
To monitor an agent, navigate to Supervision > Agents, then click on an agent’s name or one of the agent’s ongoing interactions. While monitoring, you can navigate freely without disturbing the agent’s activities. The agent will not be able to see your mouse moving or when you open (or navigate in) the customer’s record or categorization windows. If you type in the answer field, the agent does not see the message. 
 
However, there are some actions that are visible and may impact the agent. These actions include asking for an interaction, accepting an interaction, and changing the status of an interaction.
 
From this view you can see the exact same interactions and inboxes as the agent you are supervising. In the Current interactions column, the interactions currently in the ongoing interactions of the agents are displayed. You can navigate in the different interface elements (interactions, inboxes, customer record) without disturbing the agent’s work.
 
The current active interaction on the agent’s screen is circled in yellow. If the agent is typing in the active interaction, three animated dots appear on the interaction. 
 
When you open an active interaction and you see the agent writing a reply in real time, the message is greyed out until the agent sends it and the cursor blinks. When you are finished monitoring the agent, click Back to dashboard.
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