Real-time Agent Monitoring dashboard

With the Real-time Agent Monitoring dashboard, get instant visibility into the status and performance of agents on your platform. See who is on a call or chat and who is available. Evaluate agent performance during interactions to provide immediate feedback in the moment. Get individual performance metrics.

This dashboard refreshes every 60 seconds by default.

Use the dashboard

To use the dashboard, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

  2. Click Agent Monitoring. The dashboard appears.

  3. Filter your results using the following fields:

    • Agent Name, Agent Email, Agent ID, and Custom Agent ID. Filter by the name, email, or ID of an agent.

    • Role/Custom Role. Filter by the role assigned to an agent.

    • Agent Teams. Filter by the agent team handling the interaction.

    • Location. Filter by the geographic location.

    • Status and Next Status. Filter by the agent status or an upcoming activity such as a Break.

    • Direction. Filter by the direction of the call or chat, such as Inbound, Outbound, or All.

  4. In the Time Format field, select a time format.

  5. Click Click the update icon to update. Update.

Tiles

This dashboard contains the following metrics tiles.

  • Agent Logged In: the number of agents logged in to the portal

  • Agents Available: the number of agents available to handle a session

  • Agents Unavailable: the number of agents unavailable to handle a session

  • Agents In Call: the number of agents in a call

  • Agents In Chat: the number of agents in a chat

  • Agents in Wrap-Up: the number of agents in wrap-up

  • Agents in Away Status: the number of agents in an away status

  • Agents in Email: the number of agents handling an email interaction

  • Avg Handled Time: the average handle time for sessions

  • Avg CSAT: the average CSAT score

  • Status Breakdown: the status distribution

Tables

This dashboard contains the following metrics tables. Hold the pointer over a table heading to see its description.

  • Live Agent Data: shows how many active calls are in progress. This also displays the chat concurrency level as set up for each agent.

  • Agent Performance: shows historical data for each agent

  • Agent Details: shows details about an agent, such as their name, ID, and more

  • Agent Projection Failures: shows agent projection failures