The team leader dashboard is displayed below.
To to view the number of agents that are ready and not ready, their presence (Available/Away/Busy) and status (waiting/conversing/not responding) first select a team from the drop-down menu on the top of the screen.
Click on the widget for more detail on the current team leader dashboard.
The Interaction log and Reports will also be available on the overview dashboard.
Click on the Agent Availability Widget to view all agents within the selected team.
Each tile displays the following information for each agent:
- Agent profile picture
- Agent first name and surname
- Ready/Not Ready status
- Ready indicates the agent has made themselves available to start receiving work.
- Not Ready indicates that the agent is not available to receive work.
- The number of calls that the agent has missed for the day.
- A missed call is defined as an incoming call that the agent has either not answered or rejected.
- The number of calls that an agent has transferred for the day.
- Average Agent Rating
- This indicates the average score that agents have received from Agent Rating surveys left by customers post-call. Please note that if surveys have not been set up in the organization then no data will display.
Hovering over any of the agents will display the agent's extension number. This is the direct number with which to contact them, as shown in the image below.
The hud bar sits at the top of the screen. On the left is a home button, which will return you to the home screen at any point.
The mailbox button is displayed below. This notification will display how many messages have been left by customers. Selecting this icon will allow you to retrieve voice messages.
After clicking on the settings button (as previously mentioned) the following menu will appear. This menu is used to edit any of your personal or organization details.
The statistics located on the left of the agent dashboard (as shown in the image below), represent how well your agents are performing. These statistics will be constantly updated according to your agent's interactions with customers. These statistics will then reset at the end of the day.
Missed refers to the interactions that have been served to your agents, which they did not answer even though their status was set to "Ready".
Transferred refers to the amount of interactions that you have transferred to other members of your organization during the conversation journey.
Average Agent Rating is the personal rating given to the agent according to their personal interactions with customers. This rating will only be provided if your organization has set up and implemented surveys.
The Successful and Unsuccessful statistics are statistics that still need to be implemented into the system.
Updates Live is a feature that still needs to be implemented into the system.
The four icons featured on the main dashboard represent the key features that an agent will need. These are Interaction Log, Live Dashboard, Workforce Management and Reports.
The Interaction Log (the flag icon shown in the image below), includes all the individual interactions that the agents in your team have created. These interactions have not been grouped into conversations and are easy to search through.
The second icon represents the Live Dashboard. If you click this icon, you will be presented with the live dashboard indicating your agent's progress and selected statistics for the day. In order to learn more about the Live Dashboard, please read "How does the Live Dashboard work?"
Workforce Management is the third feature available to the team leader. If you click this icon, you will be transferred to the workforce management scheduler. To learn more about the workforce manager, including set-up and scheduling, please refer to "How does Workforce Management work?"
The fourth and final icon represents Reports. This is a portal where you can review all the previous interactions between your customers and the agents in your team. Please refer to the "Reports" section for more information relating to retrieving reports or any other reporting related queries.