Symptom / Need

Supervisors need a fast and efficient way to view agent performance throughout the workday to make informed real-time decisions or perform post-operational analysis.

Context / Scenarios

There are situations where it is essential to know the current status of agents in order to manage resource availability, identify prolonged downtime, or detect operational inefficiencies. On the other hand, historical review allows evaluating patterns of behavior and performance to improve future processes.

Answer (Solution/Recommendation)

1. Access wolkvox Manager and select the Dashboard option from the side menu.
2. Click the Agents tab .
3. On the right side of the interface, select the “States x Agent” tab.
4. Within the tab there are two tabs: “Real Time” and “Historical”.

Options

To monitor agent activity, you can use the following options:

• Agent x Status Dashboard - Real Time: The Real Time tab displays a pie chart representing the percentage of agents in each current status. This visualization provides an immediate snapshot of agent status, allowing the administrator to identify the current distribution and make operational adjustments if necessary.
• Agent x Status Dashboard - Historical: The Historical tab provides a stacked area chart showing the evolution of agent statuses over time. This view is useful for analyzing agent behavior patterns over a specific time interval and evaluating operational efficiency.

These tools are available in the reports section of the contact center management system and allow for the application of custom filters to adjust the display to the supervisor's needs.