Revision as of 14:51, 24 July 2019

Agent Grid

The Agent Grid widget provides information about a specified selection of agents on a team. Real-time metrics shown on this widget can help supervisors and agents understand team performance, view the status of other agents (e.g., Ready or Not Ready), and more.

The grid shows the following information about agents:

• Agent first and last name
• State
• The duration in state (except for Ready, where idle time is shown instead)

Settings

Users with the privilege Customize Wallboards may edit the control settings of wallboard widgets.

Settings for the Agent Grid widget

Title

Title is the title of the widget. Widget titles, along with their icons, are displayed in the widget selector.

Show only

You can select the teams or states to be shown on the widget. Choose from selected teams or selected states.

If selected states is chosen, a dialog will open with the available states that can be selected. You may also limit the agents shown to only agents on your subteams. This is done by selecting the Limit to checkbox for my subteam only.

Selected teams are chosen in the same way. Note that teams not assigned to the editing user will not be displayed or included in calculation. The display is limited to the editing user’s assigned teams.

Select Agents by State

Column headings

Selecting the enable checkbox enables the column headings to be shown on the widget.

Max items to show

Enter the maximum number of items to be shown on the widget.

Columns

Agent names and metrics are displayed in Columns. Note that first+last is a formula field.

Order

You can specify the order (i.e., 1, 2, 3) in which agents and their metrics are displayed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.

Statistic

Statistic is the name of the statistic that will be shown on the widget.

Sort

Sort will sort the agents and agent statistics listed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.

Column title

In the Columns section of the widget settings, the Title field allows you to rename the statistic's title.

Control Options

In the Settings dialog window shown, notice the control options. These are used to select, sort, delete, and move items in and out of the widget's columns.

• The "plus" icon is used to add more statistics to a column.
• The "X" is used to delete a statistic from a column.
• The sort circle means there is no sorting, and it appears only on hover.
• The sort up arrow is used to move a statistic up the list.
• The sort down arrow is used to move a statistic down the list.

Note the following:

• When column headings are disabled, the Title column is hidden.
• When multiple sort options are selected, they are evaluated in the order that columns are defined.

Agents Ahead of Me

The Sort settings of the Agent Grid widget can be modified so that agents can see if there are any other agents in front for them for receiving the next call. The Agent Grid widget will list the top 10 agents from all teams, which are sorted by status and metrics in the following order:

• Idle time, descending
• Wrap Up time, descending
• Not Ready time, descending
• Busy time descending

Logged-in agents who have this widget on their wallboards will see their names highlighted in the list. If there are no logged-in agents, the widget shows nothing and “No agents logged in."

In the example shown, the Agent Grid's title has been changed to "Agents in Front of Me" and the widget shows the agents' first and last name, state, and the duration in state or idle time (i.e., the time since login or the last interaction).

Ten agents from all teams are listed with their names, states, and duration in state

Statistics

For the Agent Grid widget, the following statistics may be selected.

Active Media

Active Media is the media type (e.g., voice, chat, email) of the interaction that the agent is handling.

Calls Answered

Calls Answered is the number of phone calls that the given agent has answered during the specified time.

Count of interactions

Count of interactions is the number of interactions handled, with the option to select the dispositions counted.

First Name Last Name

First Name Last Name is the agent's first name followed by the last name.

Hold time

Hold time provides the amount of time spent on hold for the current interaction.

IN Avg Handle Time

IN Avg Handle Time is the average time, including hold time and after-call-work time, that the agent has answered and handled calls to the service.

IN Avg Talk Time

IN Avg Talk Time is the average talk time for the inbound calls to this service that the agent has answered.

Last Name First Name

Last Name First Name is the agent's last name followed by the first name.

Not Ready reason

This statistic presents the reason for an agent not being ready to handle interactions.

For more information on agent states and Not Ready reasons, see the Agent Guide, section How to Interpret Your Current State Information.

OUT Avg Talk Time

OUT Avg Talk Time is the average talk time for the outbound calls from the service that the agent has initiated.

Ready Time

Ready Time is the amount of time that the agent has been in the Ready state.

State

State is the name of the agent state, such Logged out, Not Ready, ACW, Ready, and Busy.

State (icon)

This field is the icon associated with the agent state, such as the icons for Logged out, Not Ready, ACW, Ready, and Busy.

Talk time

Talk time gives the talk time for the current interaction.

Team Name

Team Name is the name of the agent's team.

Time in State

Time in State is the amount of time spent in the agent state.

Total Logon Time

Total Logon Time is the amount of time that the agent has been logged in to the current session.