Sangoma CX Agent Monitoring Guide

Introduction

The Agents Monitor tool displays an activity list of the Agents who are currently logged into the system and provides Agent monitoring options for Supervisors and Managers.

Note: Offline Agents can also be viewed.

Considerations

Please review the How is Productive and Unproductive Pauses Calculated article to ensure you clearly understand how the Agent Pause Times are calculated in the reports and monitoring tools.

How To Monitor Agents:

From the Contact Center menu, select Agents Monitor. The Agents Monitor page is displayed.

Agent Monitoring Section:

Online Agents - Displays the number of agents that are online.
Status - Displays the percentage of occupation of agents.
Team’s mood - Displays the average mood of all agents.
Percent Engagement - Displays the team and the percentage of engagement.

Managed Agents Section:

Note: If the information is highlighted in yellow it indicates the Agent is in a Paused state.

The following detail displays for each associated Agent:

Column	Description
Agent	Name of Agent. Note: If there is an alert symbol ( ⚠ ) next to an agent’s name it indicates that the agent’s extension of off line.
Mood	Show what the Agent has set their Mood at on a scale of 1 to 5. With 5 meaning the best of moods. Zero indicates that the agent hasn’t set their mood.
Status	Current activity in the Agent Extension and the duration of the activity.
Details	Details of the current activity, e.g., name of Queue being used to receive or make calls, Paused Reason selection, etc.
Queue Calls	Number of answered calls within the tracking period, which is typically the current business day.
Outbound Calls	Number of outbound calls made by the Agent.
Missed Calls	Number of inbound calls that rang the Agent’s extension, but were not answered within the allotted ring time. A call is still considered missed if the Agent later answers the call on a subsequent ring attempt.
Login Time	Total time logged in for the current tracking period.
Total Pause	Total time of unproductive or productive Pause within the current tracking period.
Total ATT	Average Talk Time (ATT) of inbound and outbound calls within the current tracking period.

To sort the information by a column, click the applicable column header.
To display details for inbound ATT and outbound ATT and hide the Total ATT column, select the Show ATT Details checkbox.
To view Agents not logged into the system, select the Show Offline Agents checkbox. To use the Edit Agent option, verify the applicable Agent is not logged in.
Click the arrow (>) next to the Agent’s name to display the following Agent monitoring and editing options.
Note: When the Agent is online, the Agent’s information cannot be edited.

Option	Description
①	Opens the Agent Panel of the selected Agent to provide access to the same information and call options as the Agent. This Agent Panel won't show the WebChat conversations the Agent is handling. For more information about the Agent’s interface, refer to the Sangoma CX Agent User Guide.
②	Shows a detailed report of the Agent’s call activity, including ATT, disconnection rate, inbound calls, and outbound calls.
③	Displays the Queues to which the Agent is assigned.
④	Opens the Agents page if the Agent is not logged in to add or remove queues and enable or disable the Agent’s account. Otherwise, the Active Agents page opens and lists all active Agents, as the Agent’s information cannot be edited when the Agent is online.
⑤	Pauses the Agent. From the Pause Reasons screen, select the applicable Pause Reason.
⑥	Logs the Agent out of all assigned Queues.
⑦	Logs the Agent out and terminates the Agent’s active Call or Digital Interaction. Note: Only available with ACD V3.0 or greater. The ACD version you are running can be found in the bottom right corner of the page.
⑧	Enables Whisper to advise/coach the Agent without the caller hearing. To set up the option, enter your Extension number.
⑨	Enables listening to the Agent’s Extension. To advise/coach the Agent, click Whisper .