Agent Dashboard

The Agent Dashboard provides detailed statistics about agents in relation to calls they received.  It works in a very similar manner to the Queue Dashboard.

Access it by selecting Agent Dashboard from the ACD Panel menu.  



The dashboard will launch with the default settings. The dashboard has many choices, but the basic selection you need to make works like this:

1. Selecting Agents > 2. Selecting a time frame >3. Selecting data and charts > 4. Applying data to charts 



Selecting Agent (1)


Click on the Agents Menu to bring a drop-down menu to select agents the dashboard's statistics will be applied for. The default choice is All Agents, meaning the data from all agents will be combined for the statistical calculations. 


The agents available for selection depend on filters (see below in section 3), which also allow you to select multiple agents. Additionally only agents which actually had some useful data are shown for selection here. If an agent had absolutely no calls (in the selected time frame) than it is not available to be selected. 



There is an important distinction to note here: 


By selecting All Agents (or more than one agent using filters) you will indeed see a statistical breakdown for each agent, showing you, for example, which agent is busier.

 


But by selecting a specific agent you will see a statistical breakdown for that agent per queue, showing you, for example, in which queue the agent was busiest.

 


Selecting a Time Frame (2)


Click here to bring a drop-down menu to determine for what time frame the dashboard's statistics will be applied for. The predefined choices are Today, Yesterday, This Week, Last Week, This Month, and Last Month. 


Or you may input any time frame of your choice by selecting Custom. This will open a window prompting you to enter two date and time ranges. You also need to name this custom time frame and save it. It will be available under this name from the drop-down menu until you log out or refresh your web page. Click the pen icon next to the new custom time frame to re-edit it. 


Selecting Data and Charts (3)


Click the funnel icon on the top right side of the screen to to access the Filter & Settings menu and select the data values and charts that will be displayed on the screen. 


The icon to the left of it, with the two arrows, is used to refresh the data. That is once some time passed and new calls have arrived, you will want to refresh the data relating to those calls. 

 

The Filter & Settings menu has three sub-menus Filter by Agent, Set Data Values, and Charts to Display that determines what information is displayed on screen.


Set Data Values

 

Here you set the summery data to be displayed in the information bar as shown above. You check data that you want to be included in the bar and uncheck data that you want to be removed from the bar.


The information bar can only hold six items at a time. So if, for example, you want to display Total Wait Time, you will have to first uncheck Total Talk Time or another data value.

Data values can also be selected and applied to the charts (see below). 



  • Answered Calls - the number of calls answered per agent(s) in all the queues he belongs to in the selected time frame.

  • Total Call Duration - the total combined duration of talk time and wait time per agent(s) in all the queues he belongs to in the selected time frame.

  • Total Talk Time - the total duration of talk time per agent(s) in all the queues he belongs to in the selected time frame. 
     
  • Unanswered Rings - the total amount of rings per agent before he picks up a call. The count is a sum of all those rings. A high ring rate can indicate an agent that is slow to respond to calls or one that is too busy with other calls.

  • Not Answered by Others - the amount of calls that were holding for an agent that he failed to answer and were not answered by any other agent either.  

     

     
  • Answered by Others - this counts the amount of calls that were holding for an agent that he failed to answer and were eventually answered by other agents. 

  • Hang up by Agent - the number of answered calls an agent(s) hung up in all the queues he belongs to in the selected time frame. 

  • Hang up by Client - the total number of calls clients hung up per agent(s) in all the queues in the selected time frame.

  • Average Wait Time - the total Wait Time divided by the number of related calls per agent in the selected time frame.

  • Average Talk Time - the total Talk Time divided by the number of related calls per agent in the selected time frame.

  • Total Wait Time - the total time callers were waiting for an agent to answer their call per agent(s) in the selected time frame.

Charts to Display

 

Here you select what data charts will be displayed. Each chart has its own window. You check the charts that you want to be displayed and uncheck charts that you want to be removed from the screen. 



Column Chart by Queue - If one agent is selected, this will show the selected data value with each column representing a queue that the agent was active in during the selected time frame. Hover your mouse on any of the columns to display a text bubble with an exact figure for the relevant item. 

 


If All Agents or more than one agent is selected, this will show a breakdown for the data value per agent in the selected time frame.



Doughnut chart by queue - if one agent is selected, this will show the selected data value with each section of a doughnut representing a queue that the agent was active in during the selected time frame. Hover your mouse on any of the columns to display a text bubble with an exact figure for the relevant item. 

 


If All Agents or more than one agent is selected, this will show a breakdown for the data value per agent in the selected time frame.



Line chart by time - line chart for all selected agents in the selected time frame showing the relation between the data value and points in time. Click on the green arrow icons on the left or right to scroll the window. Hover your mouse anywhere the line changes an angle or at the edge of the window to display a text bubble with an exact figure for that time point. There are four such points in the example shown here, marked by red circles.


Line Chart works the same regardless of your agent selection - be it one, multiple or All AgentsHere we see "5 calls" at the 17th of the month. This could be 5 calls for just Emma Cummings or 5 calls for all agents in all queues for that particular date.



Column chart by time - Column chart for all selected agents in the selected time frame showing the relation between the data value and points in time. Click on the green arrow icons on the left or right to scroll the window. Hover your mouse on any column to display a text bubble with an exact figure for that time point.


Column Chart works the same regardless of your agent selection - be it one, multiple or All Agents. Here we see a total talk duration of "03:10:53" at the 15th of the month.  This could be the duration for just say Emma Cummings or for all agents in all queues for that particular date.



You may notice that Column or Doughnuts By Queue charts will disappear when selecting a specific agent. This is because the agent only has one queue with valid data to display. In this case the chart is not very useful. The doughnut chart for example will not have any sections. It will just be made up from one solid circle. Still if you wish, you can go to the Charts To Display menu and have them displayed regardless.


Related Call Logs - this is not a chart, but a list of calls for all selected agents in the selected time frame. The categories at the top of the log depend on the one data value that is applied to the charts. In the example shown here it lists the Phone Number of the caller, the Queue the call arrived at, the Agent that handled it, the Hold Time for the call, the Talk Duration, the Time of the call, and a brief detail of how the call was ended (by an agent, abandoned when nobody answered it, by the caller himself etc.)


Click on the full screen icon on the right side to expand the window or to shrink it back to normal size.  Unlike the chart windows, you cannot move the Related Call Log window.




Notice the small arrows next to each log categoryThese are used for sorting the list of calls. One click on any arrow pairs will select the category and sort in ascending order. Click again to sort it by descending order. Click on another category to resort the list accordingly.

 

The list can only be sorted by one category at a time. Which category is currently selected for sorting? This is indicated by the category having only one arrow next to it, instead of a pair. In the example above this is the Time category, marked by a red arrow. 


Resizing and Moving Charts


Click on the Full Screen icon on the top right corner of a chart window to resize it to a full screen. All other charts and data will be hidden. To return the window to regular screen click the same icon that now looks like - .

      

Click on the Width icon on the top left corner of a chart window to extend it horizontally and occupy the full length of the screen. All other charts and data will shift to accommodate the extra width. To shrink the window width back to regular size click the same icon that now looks like - .

   


The full width window includes more time points and the perspective of the chart may look different. In the example above it seems we had a strong peak on the 5th of the month. But when expended to full width we see that, compared to the peaks on the 14th and the 17th, the data from the 5th (marked by red ellipse) was actually rather low in magnitude. 


To move a chart window, click anywhere inside it, hold the mouse button, and then start dragging it around. The queue will become translucent. Move it over another chart window that you want to switch places with. The chart window you will be switching places with will get red borders to indicate it is selected. Let go of the mouse button and the windows will switch places.


If you start dragging immediately, your browser may think you are trying to highlight text. Therefore click, wait a moment, and then start dragging. 



Filter by Agents


The Filter by Agents allows you to select multiple agents at once. Check and uncheck the agents you want to work with and click Filter. The agents you have checked will immediately be applied to all open charts.  

For this to work you need to select All Agents in the Agents menu. Otherwise the charts will display information just for the single agent you selected. 



Apply Data to charts (4


The data values appearing in the information bar, in addition to providing information, also function as clickable buttons. When you click one of them, you choose what kind of data value will be applied to what all the chart windows display. The currently clicked value is indicated by a yellow line, as marked by the red arrow above.


So if we have (calls) Hang Up by Agents clicked we will get a chart window that breaks down calls, like this:



And if we click Unanswered Rings we will get a chart window that breaks down ring, like this:




As mentioned before, there is a very important distinction to note here. 

If you have several agents or All Agents selected, as in the above examples, the data in all the charts displayed will directly relate to the clicked data value as they apply for the agents. Unanswered Rings will display a breakdown of rings value per agent in all charts. Answered Calls will display a breakdown of calls per agent in all charts etc.


But if only one agent is selected, some chart windows will display a breakdown of queues relating to the agent involved and the date value.


In the example we see here, we have only agent selected and we have clicked a data value of Unanswered rings. The Line Chart by Time indeed shows us the number of rings in relation to dates. But the Doughnut Charts by Queue first shows a breakdown for Emma Cummings by queues and then the rings per queue.  


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