The Agents View of the Teams report
The Teams report offers in-depth insight into teams performance, but also metrics of the various individual team members. It also offers quick administrative actions such as agent monitoring, state changes, or agent detail updates.
View agent metrics
Click the Agents tab at the top of the Teams dashboard. A list of cards show up in the dashboard panel, one for each team member, with the most important metrics:
- Agent name and thumbnail photo if available
- First login time today, last logout time today
- Current state, and time spent in this state
- Summary gauges for:
- Total tasks handled
- Total tasks missed
- Tasks handled by each media type
- Agent utilization minim graphs for the 3 states (Idle, Busy, Break)
Click the card of an agent to see an expanded/more detailed view of the same statistics, as well as controls to perform additional operations (see further details below).
The same metrics are retained, but now an Agent Utilization section also presents an overview graph for the ratio of the various break types used by this agent so far today.
Use the Search box to search by name, and/or the Sort / Filter control to locate the particular agent card(s) you are interested in.
Sort and filter the agent cards
By clicking the Sort / Filter link at the top right corner of the dashboard, you are presented with a modal dialog with the following options:
- Sort by:
- Total tasks handled
- Total tasks missed
- Tasks handled by each media
- Change sort order
- Filter by the current state of the agents
- Also show agents with no recent activity
Agent administration
The Agent view in the Teams report offers the following administrative operations to personnel with appropriate portal permissions.
Change agent state
Search for and expand the card of the designated agent.
Click the Change state button that showed up under the name of the agent. The Request state change modal dialog opens up, showing the name and current state of the agent as well as a dropdown with all the various states the agent is not currently in. For example: Logged out, the various break states, Available.
Select one of the options from the Change state to dropdown. The system initiates the state change for the designated agent.
In case the agent is Busy with a task at the moment, then changing to any break or Logged out state will be scheduled to be performed after the agent is finished with their current task.
Otherwise the state change happens as soon as possible, and the agent card is updated. Moreover, the Buzzeasy Agent application notifies the agent that this state change was initiated by a supervisor.
Change agent details
Search for and expand the card of the designated agent.
Click the Cogwheel icon immediately to the right of the agent name at the top of the expanded card view.
A floating blade opens up at the right side of the screen, presenting you the Agent Details view from the Agents sidebar menu.
You can now perform any administrative change on the agent's settings without navigating away from the report. For example, you can change attribute or business unit assignments, modify core details like name, phone number, etc.
When done, save the agent details blade as usual. As the blade disappears, you now see the same Teams report / Agent view as before.