Definition

Displays the observe, coach, and barge activities for a supervisor.

How it works

Tracks the duration and time of observation, coaching, and barging interactions.

Supervisors can view this report to get a count of agents they monitor and the duration they spend monitoring their agents.

Business usage

Use this dossier to understand how your agents are performing or which agents need more support to handle interactions.

• 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 dossier?

  The prompts that are available in the standard dossier are:

  Columns	Description
  Supervisor Login ID	The login ID associated with the supervisor.
  TimeZone	The timezone for displaying results on the dossier or report.
  Interval Date Month	Timestamp values with 15-minute intervals for Interval view and various other timestamps, such as by hour, date, week, quarter for other time periods.
  Channel	The channel type. You can select any or all from the list of available channels: Voice, email, chat, and messaging.

• What are the standard columns available in the dossier?

  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. The asterisk (*) denotes the deleted users.
  Agent Display Name	The name of the agent as configured in Application Center Administration.

• What are the calculated columns available in the dossier?

  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.