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  1. Reporting
  2. Live monitoring
  3. Monitoring agents
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Monitoring agents

The Agents section gives you insights into your agents' performance and activity. You can see how your agents are working in real-time as well as track their past activities over a specified period. The agent status monitoring feature helps you track how much time your agents spend in productive and idle work hours and ensure that there are no interruptions in the workflow.

Information

Data in the section is updated every 10 seconds.

Note

Users with the Supervisor role can monitor only agents of their groups.

Monitoring agent performance (calls)

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  1. Log in to your Voximplant Kit account.
  2. On the left sidebar, select Reporting > Live monitoring.
  3. Select Agents.
  4. Select the Calls tab for real-time call monitoring.
  5. If required, click any agent to review their user profile.
  6. Select the period you want to analyze from the drop-down list.
  7. The Agents performance (calls) table includes the following metrics:

  • Handled calls – The total number of calls from queues handled by an agent.

  • Outbound calls – The number of outbound calls performed by an agent via the softphone.

  • Outbound conversations – The number of actual outbound conversations that lasted more than 5 sec.

  • Max. reaction time – The longest time since a call is assigned to an agent until an agent answers the phone. This value includes only handled calls that came from queues.

  • Avg. reaction time – Average time since a call is assigned to an agent until an agent answers the phone. This value includes only handled calls that came from queues.

  • Min. reaction time – Minimum time since a call is assigned to an agent until an agent answers the phone. This value includes only handled calls that came from queues.

  • Min. handling time – Minimum time an agent handles inbound calls from queue. This value is calculated as the amount of time in the In service + After service statuses.

  • Avg. handling time – Average time an agent handles inbound calls from queue. This value is calculated as the amount of time in the In service + After service statuses.

  • Max. handling time – The longest time an agent handles inbound calls from queue. This value is calculated as the amount of time in the In service + After service statuses.

  • Min. after service time – Minimum time an agent spends on post-call activities. This value only includes calls processed in queues.

  • Avg. after service time – Average time an agent spends on post-call activities. This value only includes calls processed in queues.

  • Max. after service time – The longest time an agent spends on post-call activities. This value only includes calls processed in queues.

  • Unanswered calls – The number of calls assigned but not answered by an agent. This value only includes calls that came from queues.

  • Transferred calls (%) – The ratio of the calls transferred to another agent/queue to the total number of handled calls. This value only includes calls that came from queues.

  • Transferred calls – The total number of calls transferred by an agent to another agent/queue. This value only includes calls that came from queues.

  • Calls on holds (%) – The ratio of calls put on hold at least once to the total number of handled calls. This value only includes calls that came from queues.

  • Holds – The total number of holds used by an agent while handling calls. This value only includes calls that came from queues.

  • Min. hold time – Minimum time a customer spends on hold before speaking to an agent. This value only includes calls processed in queues.

  • Avg. hold time – The ratio of the total hold time to the total number of calls handled by an agent. This value only includes calls processed in queues.

  • Max. hold time – The longest time a customer spends on hold before speaking to an agent. This value only includes calls processed in queues.

Agents performance (calls)
  1. The Agents activity monitoring (calls) table includes the following metrics:

  • Statuses – Indicates agent's time in system statuses (online, ready, dialing, in service, after service, dnd, banned) and custom statuses, if any. For details on system and custom agent statuses, go here.

  • Occupancy rate (%) – The time an agent spends working on customer requests to the total time on the line: (In service + After service / Ready + Dialing + In service + After service).

  • Utilization (%) – The ratio of the productive time to the total payable time of an agent within the specified period. The payable time includes all agent’s unavailability statuses, like Online, DND, Banned, and custom statuses, excluding Offline. This value is calculated as follows: (Ready + Dialing + In service + After service) / (all unavailability statuses - Offline).

Agents activity monitoring (calls)

Report customization

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  1. Click the Settings icon and set up which tables you want to display.
  2. In the Settings window, click the Settings icon again.
  3. On the Metrics tab, select the metrics you want to include in your live report.
  4. On the Thresholds tab, set up threshold values for the required metrics and select a color for each threshold. When the metric is beyond the threshold you specified it will be highlighted with the color you defined.
  5. Click Apply.
  6. Click Save as view if you to save the settings and use them later.
Dashboard customization