What's new?

Release notes 104

Table of Contents

New features overview

Real-Time Monitoring

In this release, we are adding real-time monitoring to our platform. 

Real-time monitoring enables managers and supervisors to oversee and track agents’ conversations and performance moment-to-moment. It lets you understand the reality of your business and contact center operation. When day-to-day functions are made more efficient, productivity will increase.

Here’s what you need to know about our newest addition

  • 4 different dashboards (Agents, Teams, Channels, Topics) with insights on operational performance from different perspectives
  • Only users with “Supervisor” access to channels can use these real-time dashboards
  • The dashboards show both real-time metrics and metrics with an average over the past 12 hours.
  • Real-time dashboards automatically refresh every 30 seconds
  • Use filters to optimize your preferred view. Filter settings stay saved, even if you log out
How to access real-time dashboards

A menu item named Monitoring has been added to the top navigation bar. Here, you will find all of our real-time dashboards. Only users with supervisor roles can access these dashboards. Users will only see the data for the channels they have supervisor rights for.

Filters

Use the filter settings to focus only on data that is relevant to you. Once filter settings are adjusted to your needs they will be saved, even if you log out.

Auto refresh every 30 seconds

All of our real-time dashboard will automatically refresh every 30 seconds. You can click the “Pause” button to stop the auto-refresh at any time.

Real-Time Monitoring: Agents

In this dashboard, you will find all agents that are currently logged in and have an ‘available’ or ‘away’ status set.  

Reminder: Make sure you have supervisor access for the channels you would like to monitor.

  • User: Shows all users  that are currently logged in. You can click on each username to view all of the owned conversations.
  • Current status: Shows ‘available’ or ‘away’ status and time in the current state.
  • Owned conversations: The total number of conversations owned by this user, in the New/Pending queues.
  • Total time available/away: Availability for this user over the past 12 hours.
  • Conversations: Individual performance of each user in terms of resolved conversations, average handle time, and CSAT rating.
  • Utilization: The average utilization for this user for the past 12 hours.

Important to know:

  • If multiple agents have been working on a conversation, the CSAT score is attributed to the agent who resolved the conversation.
User is currently replying

If a user is currently working on answering a customer, “Currently Replying” will be added to their status.

Open conversations in New/Pending

Click on the name of the user to see all conversations in New and Pending.

Real-Time Monitoring: Teams

If you are using teams and skills-based routing this dashboard gives you insights across all of your teams.

Reminder: Make sure you have supervisor access for the channels you would like to monitor.

  • Team: The team name. 
  • Skills: The Topics and Customer Segments assigned to this team. Multiple teams can have the same Topics and Customer Segments.
  • Online agents: The total number of users online per team and their current state.
  • Owned conversations: The number of conversations assigned to users in your team.
  • Unowned conversations: The number of conversations waiting to be assigned a user.
  • Conversations – past 12 hours: Team performance over the past 12 hours in terms of resolved conversations, average handle time, and CSAT rating.

Real-Time Monitoring: Channels

In this dashboard, you will find insights about all your different channels and how they are currently managed by your team. 

Reminder: Make sure you have supervisor access for the channels you would like to monitor.

  • Channel: The channel name.
  • Owned conversations: The number of conversations assigned to users in your team.
  • Unowned conversations: The number of conversations waiting to be assigned a user.
  • SLA: Channel performance over the past 12 hours in terms of First Response Time, Conversation Response Time, and SLA.
  • Conversations: Channel performance over the past 12 hours in terms of average handle time and CSAT score.

Real-Time Monitoring: Topics

In this dashboard, you will find insights about different topics and how they are handled by your team. 

Reminder: Make sure you have supervisor access for the channels you would like to monitor.

  • Topic: The topic name.
  • Owned conversations: The number of conversations with this topic assigned to users in your team.
  • Unowned conversations: The number of conversations with this topic waiting to be assigned a user.
  • Conversations: The number of conversations with this topic that have been handled in the past 12 hours, average handle times and CSAT score.

Important to know:

  • If a conversation has multiple topics, it will show up multiple times on this dashboard.

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