Monitoring agent groups
In Voximplant Kit, a group is a team of agents typically set up to provide particular contact center services and led by one or several supervisors.
This section helps supervisors monitor key performance indicators of the reporting groups and make timely changes if needed.
Data in the section is updated every 10 seconds.
Contents
Monitoring group performance
- Log in to your Voximplant Kit account.
- On the left sidebar, select Reporting > Live monitoring.
- Select Groups.
- Select the Calls tab for real-time call monitoring.
- The general group monitoring table displays the following metrics:
Handled calls – The total number of calls from queues handled by the group.
Outbound calls – The number of outbound calls performed by the group agents via the softphone.
Outbound conversations – The number of actual outbound conversations that lasted more than 5 sec.
Avg. reaction time – The total time it takes the group agents to answer a call (from the moment a call is assigned until it is answered) to the total number of calls handled by the group. This value includes only handled calls that came from queues.
Avg. handle time – The total time it takes the group agents to handle inbound calls to the total number of handled calls (In service + After service). The metric only includes calls processed in queues.
Avg. talk time – The average time the group agents spend talking to customers, excluding holds and after service work. The metric only includes calls processed in queues.
Avg. after service time – The average time the group agents spend on post-call activities. The metric only includes calls processed in queues.
Unanswered calls – The total number of calls assigned but not answered by the group agents. The metric only includes calls that came from queues.
Transferred calls – The total number of calls transferred by the group agents to other queues/agents. The metric only includes calls that came from queues.
Transferred calls (%) – The ratio of transferred calls to the total number of handled calls. The metric only includes calls that came from queues.
Holds – The total number of holds used by the group agents while handling calls. The metric only includes calls that came from queues.
Calls on hold – The ratio of calls put on hold at least once to the total number of handled calls. The metric only includes calls that came from queues.
Avg. hold time – The ratio of the total hold time to the total number of calls handled by the group. The metric only includes calls processed in queues.
Occupancy rate – The time the group agents spend working on customer requests to the total hours on the line: (In service + After service / full shift time).
All agents – The total number of agents in the group.
In service agents – The number of agents in the In service status.
Ready agents – The number of agents in the Ready status.
Unavailable agents – The number of agents in all unavailability statuses: DND + Banned + Online + Offline + custom statuses.
- Select the group you want to monitor in detail.
- Select the period you want to analyze from the drop-down list.
- The dashboard displays the following group performance metrics:
Handled calls – The total number of calls from queues handled by the group agents.
Unanswered calls – The number of calls assigned to but not answered by the group agents. The metric only includes calls that came from queues.
Avg. reaction time – The total time it takes the group agents to answer a call (from the moment a call is assigned until it is answered) to the total number of calls handled by the group. This value includes only handled calls that came from queues.
Avg. handling time – The total time it takes the group agents to handle inbound calls to the total number of handled calls (In service + After service). The metric only includes calls processed in queues.
Avg. talk time – The average time the group agents spend talking to customers, excluding holds and after service work. The metric only includes calls processed in queues.
Avg. after service time – The average time the group agents spend on post-call activities. The metric only includes calls processed in queues.
Transferred calls (%) – The ratio of all transferred calls to the total number of handled calls. The metric only includes calls that came from queues.
Calls on hold (%) – The ratio of calls put on hold at least once to the total number of handled calls. The metric only includes calls that came from queues.
Avg. hold time – The ratio of the total hold time to the total number of calls handled by the group. The metric only includes calls that came from queues.
Occupancy rate(%) – The time the group agents spend working on customer requests to the total hours on the line: (In service + After service / full shift time).
Reviewing and managing agent statuses
- Scroll down to locate the Agents statuses table. The table allows you to review what the group agents are currently doing based on their statuses.
- Enter the agent name in the Search field if you need to know the status of a certain agent. By default, the table includes all agents assigned to the group.
- In the left column, select one or several statuses you want review. By default, the table displays agents in all statuses, except Offline.
- In the Agents in selected statuses field, review how many agents are in the status(es) you specified. The bar chart illustrates the relationship between the selected statuses.
- In the table, review the agent name, status, time spent in the status, and the assigned queues/campaigns.
- If you have appropriate permissions, use the Status column to quickly change an agent's status or temporarily suspend their job. You may need this for proper statistics calculations or agents' performance improvement. Once you change the status, it updates in the agent's Workspace. Note that status management is available to employees with restrictions (see below).
Changing agent statuses
From | To |
Online | Offline, DND, Ready, all custom statuses |
Ready | Offline, Online, DND, all custom statuses |
After service | Offline, Online, DND, Ready, all custom statuses |
DND | Offline, Online, Ready, all custom statuses |
Banned | Offline, Online, DND, Ready, all custom statuses |
Custom status | Offline, Online, DND, Ready, all custom statuses |
Dialing | not applicable |
In service | not applicable |
Offline | not applicable |
In Live monitoring, you cannot force an agent into the following system statuses: After service, Dialing, In service, and Banned.
Managers, admins, and owners can change the status of a group agent with any role. Supervisors can change the status of their group agents regardless of their role.
- Click any agent to review their User profile.
- Click the More options icon to edit or notify a user.
Supervisors can only edit users with the Supervisor and Agent roles.
Tracking agent performance
- Review the group agents' metrics in the Agents performance (calls) table.
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 – The 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 – The 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 – The minimum time an agent spends handling inbound calls from queues. The value calculates as the amount of time in the In service + After service statuses.
Avg. handling time – The average time an agent spends handling inbound calls from queues. The value calculates as the amount of time in the In service + After service statuses.
Max. handling time – The longest time an agent spends handling inbound calls from queues. The value calculates as the amount of time in the In service + After service statuses.
Min. after service time – The minimum time an agent spends on post-call activities. This value includes only calls processed in queues.
Avg. after service time – The average time an agent spends on post-call activities. This value includes only calls processed in queues.
Max. after service time – The longest time an agent spends on post-call activities. This value includes only calls processed in queues.
Unanswered calls – The number of calls assigned but not answered by an agent. This value includes only calls that came from queues.
Transferred calls (%) – The ratio of transferred calls to the total number of handled calls. This value includes only calls that came from queues.
Transferred calls – The total number of calls transferred by an agent. This value includes only calls that came from queues.
Calls on hold (%) – The ratio of calls put on hold at least once to the total number of handled calls. This value includes only calls that came from queues.
Holds – The total number of holds used by an agent while handling calls. This value includes only calls that came from queues.
Min. hold time – The minimum time a customer spends on hold before speaking to an agent. This value includes only calls that came from queues.
Avg. hold time – The ratio of the total hold time to the total number of calls handled by an agent. This value includes only calls that came from queues.
Max. hold time – The longest time a customer spends on hold before speaking to an agent. This value includes only calls that came from queues.
Dashboard customization
- Click the Settings icon and set up which dashboards you want to display.
- In the Settings window, click the Settings icon again.
- On the Metrics tab, select the metrics you want to include in your live report.
- 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.
- Click Apply.
- Click Save as view if you to save the settings and use them later.
Editing groups
- Click the Edit button and select Edit group settings.
- Make the required changes. For details on every field, go here.
- Click Save changes.