Supervised Agent Activity Monthly

Last Updated : Aug 03, 2020 |
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Definition

Displays details of supervised agents and their behavior aspects in the selected reporting duration.

How it works

Tracks how many agents were observed, barged out of contacts, and coached by the supervisor. Supervisors can view how the agents handle contacts delivered to them for a selected duration. This includes contacts that the agents transferred to other agents or service.
You can filter the report by:
  • Agents: Displays details of the selected agents grouped by their reporting supervisor.
  • Supervisor: Displays details for all agents reporting to each supervisor.
  • Agent Group: Displays details for all agents in the group based on their reporting supervisor.
You can drill down on the Coached, Observed, and Barged Out measures.

Business usage

  • How do you determine the number of contacts answered by the agent?
    Use the Answered measure to know the number of contacts answered by an agent.
  • How do you determine the number of contacts that the supervisor observed or barged out the agent from the contacts?
    Use the Observed and Barged Out measures to know the number of contacts where the agent was observed or barged out of the contact.
  • How do you know the number of contacts for which the agent was observed and coached?
    Use the Observed measure to know the number of contacts for which the agent was observed. Use the Coached measure to know the number of contacts for which the agent was coached.
  • How many contacts did the agent transfer to an agent or a service?
    Use the Transferred to Agent and Transferred to Service measures to know the contacts transferred to another agent or service.