Understanding Realtime analysis

Assembled Realtime analysis provides a real-time view of your agents' adherence. Use it to gain insight into your agents' current work and adherence.

The Agent analysis page provides real-time agent state data that can be tailored to you or your team's needs through filtering, sorting, grouping, and setting custom thresholds for proactive monitoring. The flexible table configurations allow for both high-level monitoring and deep-dive investigations of how your agents are working in real time. Once you have configured a view that gives you all the details you want, you can click the link icon in the top-right to share your view with others or bookmark in your browser for later use.

Features

Table controls

Search by agent name

The search bar above table on top left allows for finding specific agents easier. It will reduce the view down to the agents that match in the search.

Grouping

You can access grouping by using the Group by dropdown. You can group by Queue, Team, Site, Skill , or Channel as well as the table headers Adherence, Source, State, and Scheduled event. The grouped table view will show a breakdown of agents and their adherence within each group. You can then click on a group to view all the agents within that grouping. You can sort the groupings by the columns available (e.g. can sort groups by Adherence).

You can group by two items at a time- for example: Channel and Queue. To adjust the group order, drag and drop the selected options. The table will adjust automatically. The top-left of the table will indicate the options and order of grouping.

Sorting

We are able to sort agents by Name, Adherence, Out of adherence duration, Source, State, State duration, Scheduled, Scheduled duration, Scheduled remainder, and Tickets in ascending or descending order. Sorting is accessed through the Sort by dropdown, or directly by clicking on column headers to sort on that column. The first click on the header applies an ascending sort. Clicking again changes the sort to descending. Clicking a third time removes the sort. The default sort is Adherence by ascending order then Name by ascending order.

You can add up to eight sorts and drag to reorder them by clicking on the six dots to the left of the field input. The list determines the order the sorts happen. We sort by going top-down the list.

Clicking on a header to sort will remove all other sorting. You can use Ctrl/Cmd + Click to add multiple sorts by clicking on the header. Clicking will apply the sort to the start of the order.

Filtering

Filter the list of agents based on Queue, Site, Team, Skill, and Channel as well as the table headers Adherence, Source, State, and Scheduled to only view agents that are relevant to you. Use the Add filter button to add a new filter to this dashboard. You can clear filters by using the Clear filter button within each filter’s dropdown, or remove the filter entirely with the X to the right of each filter. Filters are currently single-select, but multi-select filters will be coming soon.

Table state

Data freshness indicator

At the top right of the dashboard, you can see an indicator of how recently data has been synced. Data should be automatically synced at frequent intervals. If there are any errors, their will be a Sync button for you to press to re-trigger the sync to try and clear the errors.

Copy view link

You can click on the copy link button on the right-hand side, or directly copy the URL from your browser. This link contains your saved table configuration: any filters, sorts, or groupings on the data. You can share it to your teammates or bookmark it to your browser for easy access to specific views tailored to your own needs. No need to remake your view every time. You can also bookmark multiple views to easy switch between data views that you need.

Consolidated vs expanded states toggle

The Consolidated states shows the one agent state that is most representative of an agent’s adherence according to their schedule. In the event that there are multiple rows that map or no rows that map to their scheduled event, the state with the shortest duration is displayed as it is the latest activity from the agent. Agents that are not scheduled and offline are not shown in this view.

Expanded states shows every state that an agent has for each integration platform also referred to as Source.

For more information on these views, hover over the ? icon for a tooltip with an explanation.

Agent info and quick links

You can click on an agent’s name in the table to see a popover with key agent information (e.g. Team, Site, Queue, Channel) as well as an embedded view of their realtime activity timeline. In addition to this, you can also access quick links to their Schedule, Staffing timeline, and Agent scorecard.

Metric definitions

Hover over the ? in column headers to get more info about what each metric means to help better understand what we are reporting.

Manual state tracking

If the agent is in a manual tracking state, we indicate that in our table with an M next to the source indicator.

Thresholds

The Realtime Analysis Thresholds feature enhances your experience with the Realtime Analysis page, making it easier to identify unexpected behavior among agents. With this feature, you can set specific thresholds for out of adherence duration and state duration. Once an agent crosses a threshold (either warning or danger), they will be highlighted on the Realtime Analysis page. Warning thresholds will be highlighted in orange, and Danger thresholds will be highlighted in red.

Thresholds are set on a company-wide level and all users who can view the Agent analysis page will be able to view thresholds.

Hover over the highlighted cell to see details about which threshold the agent crossed.

Threshold settings

The Threshold settings page allows you to view, edit, delete, and create thresholds.

To create a new threshold, click on the “Create new threshold” button. You will then be able to specify the following:

• Metric: Currently, only out of adherence is available.
• Status: Set to either Danger or Warning.
• Threshold: The amount of time after which the threshold should trigger.
• Event Type: Specify the event type the agent is scheduled for. For example, you might want to highlight agents out of adherence for more than 5 minutes when scheduled for "Chat," but only after 10 minutes for "Email."
• [Out of adherence] Event Type: Specify the event type the agent is scheduled for. For example, you might want to highlight agents out of adherence for more than 5 minutes when scheduled for "Chat," but only after 10 minutes for "Email."
• [State duration] Agent state types: Specify the agent state types that the agent is in. For example, you might want to highlight agents that are in a “System Issues” state for longer than 45 minutes.
• Agents: Define the group of agents this threshold rule applies to. You can narrow down by channel, site, queue, team, or skill.

If a user has a restricted site assignment, then that use will only be able to create and edit thresholds for that site. Users with restricted sites will also be able to view all other thresholds not pertaining to their specific site, but will be unable to edit those thresholds.