Symptom / Need

Are you a business partner or technical administrator and require a detailed and individual analysis of the activity and behavior of agents within a specific operation?

This arises from the need to ensure that license consumption is adequate, diagnose reports of slowness or disconnection in specific agents, audit downtime (Not Ready states), and modify the allocated license capacity to respond quickly to operational demand.

Context / Scenarios

This management is done through the Agents module in the Partner Portal. Unlike the dashboard, this functionality allows you to drill down and double-click on the metrics of a particular transaction to analyze each advisor individually.

Answer / Solution

Minimum Required Information

To diagnose or adjust an agent, you must first identify:

1. The name of the operation to be analyzed.
2. The user or ID of the specific agents reporting the issue (in case of network failures).

Variables you can validate

The Agents module provides a set of tools for monitoring and optimizing advisors in real time through four critical management variables:

1. License control: Allows continuous monitoring of logged-in agents to ensure proper use of assigned licenses and proactively detect potential connection problems or frozen sessions.
2. State management: Provides detailed visibility into the exact time agents spend in unavailable states, such as Not Ready or configured auxiliary states , facilitating performance auditing.
3. Latency measurement: Performs an individual analysis of each agent's network connectivity , measuring the response time (latency) from their workstation to the Google Cloud infrastructure. This metric is crucial for determining whether audio degradation or slowness in Agent Scripting originates from the agent's local internet connection.
4. Licensing adjustment: Offers the ability to automatically and directly increase or decrease contracted licenses according to operational fluctuations of the campaign.

Recommendations

• When a remote agent reports system slowness or outages, it's recommended that the supervisor first check the latency measurement on this panel. If the milliseconds are high, the root cause may lie with the agent's network or internet service provider.
• It is important to proactively monitor license usage to prevent operations from exceeding the contracted limit and unexpected login blocks.