Agent Monitor

Agent Monitor empowers managers to track how well their agents are performing over calls & chats, both on an individual basis but also collectively through teams, and overtime. This report offers visibility over important KPIs for call center operators, and provides live insights with regards to agents availability as well as visitor inquiries & requests.

The Interface

Search & Filter Functionalities

The Agent Monitor report offers different search and filter capabilities to understand agent performance and are as follows:

  • Work Center & Teams: These filters allow to drill down performance by the different work centers and teams given your account configuration.
  • Search agents: This search field allows you to quickly look for a specific agent.
  • Date Filters: There are two different types of filters available. You can either select a specific date range with the date picker or select date presets for today, yesterday, last week, and last month. Note that the today preset shows live information and updates every 30 seconds.

Live Status

This section aims to offer live information with regards to the following metrics, updating every 30 seconds:

  • Agent Status: Number of agents currently online and available for visitor requests.
  • Clients in queue: The count of visitors who have requested a session but are still waiting to be connected with an agent. Note that in cases where multiple teams can assist the same visitor, the number of visitors in queue is tallied separately for each team.
  • Average queue time: The average duration from when a visitor requests a session to when an agent contacts them. For each team, this average takes into account both successfully handled requests and missed calls.
  • Sessions taken: The number of sessions had for the selected team and workcenter.
  • Conversion rate: The number of sessions that finished in a sale or agreement.

Agent List

This section aims to offer important KPIs for individual agent performance with regards to the following information:

  • Agent Status: Agents can be online, offline, busy, or in session. Note that these statuses are live and updated every 30 seconds.
  • Time in Session: The total time an agent was in session for the selected date range.
  • Conversion rate: The number of sessions that resulted in a sale or agreement, expressed as a percentage.
  • Average session length: The average time an agent was in session for the selected date range.
  • NPS: The NPS score for a given agent for the selected date range, expressed as an average.

Agent Details

This section aims to offer indepth analysis with regards to individual agent performance and can be accessed by clicking on any agent within the agent list section that has data for the given time range. In this section the following KPIs are analysed further:

  • Time in session: The total time the selected agent was in session for the selected date range.
  • Total number of requests taken
  • Conversion rate: The number of requests taken that resulted in a sale or agreement.
  • Request vs. Requests taken graphic: The number of requests an agent took compared to the number of requests coming in for his team for the selected date range.
  • Request share: The number of requests taken by the selected agent compared to the number of requests taken by teammates for the selected date range.
  • Session length: A break down of each session handlded by length.
  • Lead Type: The result set by the agent after concluding a session, aggregated by sale, invalid, and no sale.
  • NPS Score: Break down of NPS score broken down as follows:
    • Promoter: 9-10
    • Passives: 7-8
    • Detractors: 0-6