Monitor team activities (Team)
The Teams tab provides a consolidated view of agents and groups in one place, with real-time data.
Use cases of metrics on teams data:
| Use case | Description/Solution |
|---|---|
| Performance evaluation | Evaluate agents performance using metrics like chat concurrency, ticket concurrency, and current status duration. |
| Resource allocation | Allocate workload effectively by analyzing the number of agents, active chats/tickets, and active agents in each group. |
| Real-time monitoring | Monitor agent availability, busy status, and custom statuses to ensure efficient operations and identify any bottlenecks. |
Filter team data
You have the option to apply filters and retrieve agent data based on their status, group, name, or email. Additionally, you can filter the groups by their group name or group code.
View agents data
In the agents table, you can access the complete list of your agents, along with their corresponding details. This includes their agent name, group affiliation, current status, chat concurrency (total number of chats being handled concurrently), ticket concurrency, current status duration (in the format of DD:HH:MM), availability status, busy status, away status, and any other custom statuses that may be configured.
You can view the following columns in the Agents data section: Agent Name, Group, Status, Chat Concurrency, Ticket Concurrency, Current Status Since (DD:HH:MM), Available, Busy, Away, and other custom statuses.
View groups data
In the groups table, you can gain insights into the total number of groups and their respective details. It provides information on the number of agents belonging to each group, the count of active chats/tickets within each group, the number of agents currently active in each group, and whether there are any active chats in progress.
In the Groups data section, you can see the following columns: Group Code, Group Name, Number of Agents, Active Tickets, Active Agents, and Queued Tickets.
