Agent status overview
Context
Nowadays, agents are working from anywhere and so, managers would like to monitor and control the availability of the agents from a distance so that they can take actions based on the data.
Problem
The manager should be able to see the status of the agents in real-time in order to take direct actions that could positively impact the number of sales.
Solution
To display the availability of the agents and the agents that are in a session in real-time so that managers can monitor and steer.
How does it work?
In Whisbi Deck (deck.whisbi.com) for customers using Sell/OTO, there is an icon in the dashboard with the title: ‘agents in session / logged in icon’ (see below)
When clicking, a pop-up opens the agent status overview. This overview displays the number of available agents, the number of busy agents (busy status in Agent Desktop/iOS/Android), the number of agents in a session, and the number of agents logged in (the sum of ‘available’, ‘busy’, and ‘in session’ agents). Below the metrics on the top of the overview, a more detailed overview of the agent status per team (VA Team) and call center (VA Center) is displayed.
Description per agent status
| Agent status | Description |
|---|---|
| Available | The agent is logged in to the Agent Desktop/iOS/Android, but not in a session with a customer. |
| In session | The agent is logged in to the Agent Desktop/iOS/Android and is in a session with a customer. |
| Busy | The agent is logged in to the Agent Desktop/iOS/Android, but has the status set to ‘Busy’, either manually or automatically through a CTI, see here: API endpoint to change the agent availability |