As a team leader, you have access to daily agent activity pop-up screens for your agents.
This allows you to view an individual agent's activity at any given time, so that you can monitor their performance.
Step 1: To access the daily agent pop-up, click on the agent that you would like to review.
Click on the three dots located to the right of the agent name to access a drop down menu. Click on Agent stats.
Step 2: Viewing the agent's daily statistics
A screen will appear containing the following information:
- Agent rating: This is the customer satisfaction score based on the survey that clients have completed. It will appear as a percentage.
- Presence status when the agent was in Not Ready status: Available, away, break, lunch, busy, meeting and Training.
- Presence status when the agent was in the ready status: Waiting, talk time, wrap-up and not responding.
- Interaction counts: Inbound work calls, outbound work calls, outbound private calls, internal calls, emails, SMS, no response and transferred.