Live Dashboard Grid view:
Team Leaders will now be able to view information from the Live dashboard in a Grid layout when clicking on the grid layout button located on the top right-hand side of the live dashboard.
On the Grid view of the Live dashboard, you will be able to see all relevant information for the selected services. Services can be removed from the view by clicking on the “remove” button located on the right-hand side of the dashboard.
Services can be added to the view by clicking on the drop-down menu on the left side of the dashboard and selecting the service that you want to add to the view, and selecting “Add Service”
The information shown on the Grid view includes the following fields:
Work Type - Shows the work types related to the selected service.
Service - Shows the Service associated with the work type.
Waiting - Shows the number of waiting interactions.
Out of SLA - Shows the number of interactions out of SLA.
Longest Waiting - Shows the longest waiting time of interactions.
Received - Shows the number of received Interactions
Handled - Shows the number of handled interactions.
Callbacks - Shows the number of callbacks.
Abandoned - Shows the number of Abandoned calls.
Missed - Shows the number of Missed calls.
Forwarded - Shows the number of Forwarded calls.
Voicemails - Show the number of voicemails left by clients.
Avg Handled Time - Shows the average handle time for interactions.
Avg Waiting Time - Shows the average waiting time for interactions.
Out of SLA % - Shows the percentage of interactions that were handled out of SLA.
On Duty - Shows the number of agents with the service that are currently in an “On duty” state.
Off Duty - Shows the number of agents with the service that are currently in an “Off Duty” state.
Team Leaders are able to select the information that reflects in the grid view by having the relevant boxes ticked, each interaction type is color-coded for convenient use.
Agent Availability Grid view:
Team Leaders can choose to view agents on the Agent Availability view in a grid format by clicking on the Grid view button located on the top right-hand side of the dashboard.
This grid view provides you with the following information:
Name - Shows the name of the agent.
Routing Status - This shows whether the agent is On duty or Off duty.
Activity Status - Shows the current state of the agent.
Activity Status - Shows the duration that the agent has spent in the current state.
Presence - Shows the presence of the agent.
Presence Duration - This shows the duration that the agent has spent in the current presence.
No Response - This shows the number of no responses the agent has.
Transferred - Shows the number of calls the agent has transferred
AVG Agent Rating - This shows the average rating that the agent has received from agent surveys.
Calls - This shows the number of calls the agent is currently busy with.
IM’s - This shows the number of instant messages the agent is currently busy with.
Chats - Shows the number of webchats the agent is currently busy with.
SMS’s - This shows the number of SMS’s the agent is currently busy with.
Emails - Shows the number of emails the agent is currently busy with.
When the grid view is enabled, team leaders are still able to adjust the routing status and selected presences for agents by clicking on the pencil icon.
From this view Team Leaders are able to adjust the routing status and current presence of the selected agent, as well as forcefully log them off.
While the agent is on a call the Spy and Whisper features will be enabled allowing team leaders to listen to the call or communicate with the agent without the client(s) hearing.