This comprehensive Agent Dialer Activity section empowers managers to effectively oversee agent performance and productivity.
To access the Agent Dialer Activity dashboard, navigate to the management submenu in COS and select "Agent Dialer Activity."
Once on the dashboard, you can select an individual agent to view the following information:
Current Agent Status: Displays the agent's login name, current status (available, offline, pause, wrap, break, training), and queue assignment.
Live Call Monitoring: Allows you to listen in on and monitor the agent's active calls in real-time.
Agent Statistics:
- 15 Minute Stats: Shows the agent's call volume, offline time, available time, pause time, wrap time, break time, and training time over the past 15 minutes.
- 60 Minute Stats: Provides the same statistics as the 15 minute view, but for the past 60 minutes.
Setup Options:
- Audio Input/Output: Enables you to configure your audio settings for live call monitoring.
- Set Offline: Allows you to manually log out an active agent.