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 the Tasks view. Agents who are connected to the platform (as indicated by a blue dot to the left of their initials) but not available in the Tasks view have a grey dot for each channel 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. In the Agents view, each column between the Name column and the Status Duration column corresponds to a channel (by default, there are two: Async and Realtime). For each channel, an agent can have one of the following statuses:
  • Available: Shows a green dot, which indicates that the agent can receive tasks and has not yet reached their max capacity for this channel
  • Available (busy): Shows a yellow dot, which indicates that the agent has reached their max capacity for this channel and is no longer receiving new tasks, unless they manually request one
  • Away: Shows a red dot, which indicates that the agent is unavailable for this channel. There are several possible reasons for this:
    • The agent has missed a task, 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 at the moment
  • Disconnected: Shows a gray dot, which indicates the agent does not have the necessary permissions to access the channel’s sources or is not connected to the Tasks view

Changing the status of an agent

As a supervisor, you can change the status of an agent on either the asynchronous or real-time channels when needed. Follow the steps below to change the status of an agent connected to a channel.
1. Navigate to Supervision > Agents 
2. Hover over the dot for an agent’s channel 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 the Tasks view.

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 Tasks view only, for the current day (regardless of the agent’s status).

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

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

    These numbers can change from one agent to another, depending on their skills (e.g., sources, categories, languages)
  • Completed tasks: The number of closed or deferred tasks
  • Average Handling Time: The average time spent between the moment an agent accepts a task and the moment when he/she closes or defers it
  • Missed tasks: The number of tasks 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 tasks. 

    You can activate visual or sound notifications to prevent missing future tasks. 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 Tasks 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 tasks. 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 a task, accepting a task, and changing the status of a task.

From this view you can see the exact same tasks and inboxes as the agent you are supervising. In the Current tasks column, the tasks currently in the ongoing tasks of the agents are displayed. You can navigate in the different interface elements (tasks, inboxes, customer record) without disturbing the agent’s work.
The current active task on the agent’s screen is circled in yellow. If the agent is typing in the active task, three animated dots appear on the task. 

When you open an active task 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.
Monitoring an agent in real time
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