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 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 pop-up 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 Counter: Showing how long the Agent was in an Available, away, break, lunch, busy, meeting, and Training presence selection.
- Activity Counter: Showing how long an Agent spent in waiting, talk, wrap up, and/or not responding states.
- Interaction counts: Inbound Work Calls, Outbound Work Calls, Inbound Private Calls, Outbound Private Calls, Internal Calls, Emails, SMS, WebChat, Instant Message, No response, and Transferred.