Definition

How it works

Business usage

• How can a supervisor find out another supervisor's details?
  To check the supervisor's details, see the Supervisor Login ID and Supervisor Display Name columns.
• What are the filters available in the report?
  The following prompts are available in the standard report:

  Columns	Description
  Supervisor Login ID	The login ID associated with the supervisor.
  TimeZone	The timezone for displaying results on the dossier or report. This prompt is mandatory.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.
  Channel	The channel type. You can select any or all from the list of available channels: Voice, email, chat, and messaging. This is an optional prompt.

• What are the standard columns available in the report?
  For the list of available columns, see the following table:

  Columns	Description
  Supervisor Login ID	The login ID associated with the supervisor.
  Supervisor Display Name	The display name of the supervisor.
  Interval Timestamp	A timestamp value with 15 minute interval for Interval view.
  Observing	A count of interactions a supervisor was observing an agent within the reporting period.
  Observing Duration	The amount of time a supervisor was observing an agent within the reporting period.
  Barging	The number of times a supervisor performed a barging interaction within the reporting period.
  Barging Duration	The duration for which a supervisor performed a barging interaction within the reporting period.
  Coaching	The number of times a supervisor carried out a coaching interaction.
  Coaching Duration	The duration for which a supervisor carried out a coaching interaction.
  Agent Login Id	The login ID associated with the agent.
  Agent Display Name	The name of the agent as configured in Application Center Administration.

• What are the calculated columns available in the report?
  For the list of calculated columns, see the following table:

  Columns	Description
  Agent Monitored	List of agents monitored by a supervisor.
  Barging Duration%	The percentage of time spent barging in relation to the total monitoring activity.
  Coaching Duration %	The percentage of time spent coaching in relation to the total monitoring activity.
  Observing Duration %	The percentage of time spent observing in relation to the total monitoring activity.
  Total Duration (DD:HH:MM:SS)	Total duration of monitoring activities in DD:HH:MM:SS format.
  Total Duration (Secs)	Total duration of monitoring activities in seconds.