Last updated on Apr 7
2 min read
Monitoring & Coaching
Division of Team Card
Every team card in the Pulse section is divided into three parts:
- Queue: Shows number of calls, chats in the queue.
- Agents: Shows logged-in agent stats like idle, online currently, and away.
- Sessions: Shows currently active chat and call session count.
Click on the team name to get a detailed view of all the agents. You will be able to see the below-mentioned statistics:
Idle Time: This metric display the time the agent was not handling call or chat.
Session Duration: Display the duration of call or chat.
Number of Calls for that Session: This metric shows the number of calls handled in that session.
Number of Chats for that Session: This shows the number of chats handled in that session.
Average Call Duration: This shows the average duration the calls lasted.
Total Duration: Display the whole duration of the call.
Active Conversations: This shows the number of active conversations.
How to Monitor and Coach Agents
Step 1: Click on the name of the agent you wish to monitor or coach
Step 2: Select the "Monitor" or "Coach" option based on your requirement.
How to Force Logout an Agent
Step 1: Click on the three-dotted button on the extreme right side of the screen.
Step 2: Click on Force Logout.