Engage Digital | Monitoring channel 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. 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 Channels view by filtering it by source, by team, by agent, or by category. If you only have the permission to monitor team tasks and you are a team leader, the Agents and Channels views will automatically filter for the teams you supervise.
 
Within the Channels view, you can also determine whether the channels you are supervising are efficiently staffed or not. You can also inspect and transfer tasks.

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 tasks 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 tasks, 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 tasks)
    • Available: Activity time of at least one agent who has an ongoing task
    • 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
  • Tasks: Shows the number of tasks for each category. An eye icon, which allows supervisors to view a task, appears next to each of the following:
    • Awaiting: The number of awaiting tasks requiring an action (reply, defer, ignore, transfer) and available to agents
    • Created: The number of tasks created every time a new client message was received. Tasks that are created when a deferred task comes back in the agent’s inbox are not taken into account
    • Completed: The number of deferred or closed tasks
    • Undelivered: The number of undelivered tasks. A task can fail to be delivered in these two scenarios:
  • The task expired at the last topology step. It was then added to the undelivered tasks
  • No agent with access to Tasks view had the necessary skills to process the task (category, language) 

Identifying the staff efficiency of a channel

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

Identifying when a channel 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 is not efficiently staffed

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