Symptom / Need

You need to review agent status and performance statistics to analyze their daily activity and improve operational management.

Context / Scenarios

The Agents tab of the Dashboard in wolkvox Manager allows you to monitor agent activities in real time. It is divided into two sections: "Agents Day" and "Agents Last 20 Minutes".

Answer (Solution/Recommendation)

1. Access wolkvox Manager and select the Dashboard option in the left side menu.
2. Click the Agents tab .

Visualizing metrics in "Agents Day"

This section shows the cumulative performance of each agent during the day:

• Agent ID : Agent identifier or extension.
• Name : Full name of the agent.
• Status : Current status of the agent (Ready, ACW, Talk, etc.).
• Calls : Total calls handled.
• Incoming/Outgoing/Internal : Number of incoming, outgoing and internal calls.
• Time : Total time connected.
• Ready time : Time in "Ready" state.
• Aux Time : Time in auxiliary states.
• Active time : Time spent on operational tasks.
• AHT : Average handling time per interaction.
• Occupation : Percentage of time on productive tasks.
• RPC's and Hit's : Number of effective calls according to the configured criteria.

Interaction options

• Right click on any record to:
  • Monitor : Monitor the agent's screen.
  • Coaching : Communicate directly with the agent to provide support.
  • Conference : Start a conference with the agent.
  • Change State : Modify the current state of the agent.
  • Export HTML : Generate a report of the information displayed.
  • Set up alerts : Set up automatic notifications based on events.

3. Use the available filters to refine the list of agents based on their current status.
4. View the "Time x Agent" and "States x Agent" dashboard to view additional details using bar and pie charts.

These tools allow you to monitor operational performance, identify problems and make quick decisions to optimize the management of your team.