Agent Monitoring
Supervisors have access to an Agent Monitoring screen in addition to the Agent Activity. The Agent Monitoring screen adds a new column, Actions, allowing Supervisors to listen in on an agent’s call, coach them through it, or take complete control of it.
Started Started is the time the agent logged in for the day.
Action Listen, Take over call on Agent Monitoring; same fields included as Agent Activity with Action Field included
Status Status is Agent Status. Statuses are defined as:
Talking Agent is on a call
Lunch Agent is on lunch break
Ready Agent is logged in, available to take the next call delivered
Break Agent is on break
Wrap Agent is performing after call work
Meeting Agent is in a meeting or instructed to go into meeting status
Onhold Agent is on a call and has placed the caller on hold
Bathrom
Not Ready Agent is logged in but not in a Ready status, available to take calls.
Preview Agent is performing tasks associated with "preview" on an outbound campaign
Time Time in actual status; the length of time the agent has been in the current status
Phone # The phone number which the agent is talking to.
Campaign The campaign that received the caller
TC Total Calls; total number of calls for the agent
C Total Contacts; total number of contacts for the agent
S Total Successful Calls; total number of successful calls for the agent
Rev Revenue Total revenue collected by the agent
Talk Total time talking; displayed in hours/minutes/seconds, total amount of time agent has spent talking
AT Average talking time; Total time agent has spent talking divided by the total calls
Wait Total Time Waiting; Total time agent has spent waiting for a call
AW Average waiting time; Average time agent has spent waiting between calls
NR Total Time Not Ready; Total time agent has spent in a "not ready" status; not available to take calls
AVN Average time not ready; Average time agent has spent in a "not ready" status **
Wrap Total time in wrapping; Total time agent has spent in wrap status, performing after call work
Awr Average Wrapping; Average time agent has spent in Wrap status
Break Total time agent has spent in Break status
AB Average Break Time; Average time agent has spent on break;
Calculation: total break time divided by number of times agent change status to Break
M Total time in meetings; Total time agent has spent in meeting status
Bt Total time in bathroom; Total time agent has spent in bathroom status
L Total time in lunch; Total time agent has spent in Lunch status