Engage Digital | Monitoring channel modes activity

When you access the Channels page via Supervision in the left-hand navigation bar, you can see a table displaying insights of all activity by channel mode. The data shown is indicated for the current day and is reset at the end of each day.
Monitoring activity using the Channels view
You can refine your monitoring results in the Channel modes view by filtering it by channel, by team, by agent, or by category. If you only have the permission to monitor team interactions and you are a team leader, the Agents and Channel modes views will automatically filter for the teams you supervise.

Within the Channel modes view, you can also determine whether the channel modes you are supervising are efficiently staffed or not. You can also inspect and transfer interactions.

Understanding channels metrics

This section contains the metrics you can see in the Channels view. Let’s review each metric below. 
  • Agents: The number of agents who are available and busy
    • Available: The number of agents who can receive interactions and who have not reached their max capacity yet
    • Busy: The number of agents who have reached their max capacity and who will not receive interactions, unless they manually request them
  • Activity Time: The sum of all the time spent in each availability status for the channel. This allows you to see the channel’s availability in real time. The different counts are added depending on the following conditions:
    • Unoccupied: Activity time of all agents who are unoccupied (agents who have no ongoing interactions)
    • Available: Activity time of at least one agent who has an ongoing interaction
    • Busy: Activity time of all the agents who have reached their default capacity with at least one agent who has not reached the max capacity
    • Max capacity: Activity time of all agents who have reached their max capacity
    • Away: Activity time of all connected agents who has an away status
  • Interactions: Shows the number of interactions for each category. An eye icon, which allows supervisors to view an interaction, appears next to each of the following:
    • Awaiting: The number of awaiting interactions requiring an action (reply, defer, ignore, transfer) and available to agents
    • Created: The number of interactions created every time a new client message was received. Interactions that are created when a deferred interaction comes back in the agent’s inbox are not taken into account
    • Completed: The number of deferred or closed interactions
    • Undelivered: The number of undelivered interactions. An interaction can fail to be delivered in these two scenarios:
  • The interaction expired at the last routing strategy step. It was then added to the undelivered interactions
  • No agent with access to Routing mode had the necessary skills to process the interaction (category, language) 

Identifying the staff efficiency of a channel mode

By monitoring the activity using the Channel modes view, you can also determine whether a channel mode is efficiently staffed or not. 

Identifying when a channel mode is efficiently staffed

If the channel is mainly Available, Busy, or Max capacity without being Unoccupied, this indicates that the channel is well staffed. The agents are not unoccupied and the channel still has some availability.

Identifying when a channel mode is not efficiently staffed

When not efficiently staffed, the channel mode can either be overstaffed or understaffed. Let’s learn how to distinguish between these:
  • Overstaffed channel mode: If the Unoccupied time is high, the channel mode is possibly overstaffed. This indicates that there are periods of time during which none of the agents are receiving interactions. It could also indicate that a channel has few incoming messages
  • Understaffed channel mode: If the channel is never or rarely Available and mainly has Busy and Max capacity periods, this indicates that the channel mode is possibly understaffed
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