Date range  

Get all the campaign data over custom date and time range from the icon on the top right hand corner of the console, to the left of the three dots.   



Manage Columns for campaign cards 

From the Manage Columns option present in the top right corner of the Campaign Monitoring cards line, supervisors can add agent monitoring metrics and attributes to customize the dashboard. 

• Dialed calls- Total number of calls dialed by agents assigned to the particular campaign.  

• • Connected calls- Specifies the number of calls where customers and agents got connected. 

• Not connected calls- Specifies the number of calls where customers and agents did not get connected. 

• • Connectivity %- Specifies the percentage of connected calls  

• Abandoned %- Specifies the % of abandoned calls i.e. customer connected by agent did not join. 

• • AHT- Average Handling Time  

• Live Calls - Specifies the number of calls agents are currently connected to.

• In flight calls- Number of calls being dialed at any given moment 

Manage columns in drilled down view 

Add or remove columns from a range of 850+ choices of datapoints displaying agent performance by clicking on the 3 dots to the top right-hand corner of the console.  

Changes in filters of the top pane of drilled down view will be applied to all campaigns.  



Add Filters 

To get custom data and drill down further into different user groups in campaigns, click the Add filter button on the top pane (also campaign agnostic) : 



Listen, Whisper, and Barge In 

• Listen 

Listening helps the supervisor to get the contextual clarity about the conversation between the agent and the customer. Listening on a call means that neither the agent nor the customer is aware of the supervisor listening in on the call. Listening in a non-voice case means opening the case conversation view and from there, the supervisor can add notes (whisper) or barge in (reply). 

• Whisper

For Voice: When an agent is on a call, the supervisor can whisper to the agent. Whispering entails speaking to the agent where only the agent can hear that and not the customer. The supervisor can give suggestions while listening to the call or the supervisor can whisper without listening to the call and let the agent know about something that is not related to the current call, like “You are lagging behind your quota for today”. 

For Digital: Whispering in digital is the same as adding notes in case collaboration widget. 

• Barge In 

The supervisor can directly barge in on a call, which means that the supervisor joins the “conference call” with the customer and the agent. Supervisor does this action to take control of the conversation when the agent is not able to clarify the customer query. 

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Change Agents login and current status

The Supervisor has the autonomy to change the User Current Status and Login Current status.



Agent actions 

Hover over the Options icon next to Agent's name and choose the desired action. 



Logout 

Select to logout the agent. 



Export Agent Performance

You can export the Agent Activity report by clicking the Export icon in the top right corner of the Activity pane and download the export report in Excel or CSV format. You need to choose the desired timeline to view the Agent activity. The Supervisor will receive a notification once the agent activity report has been exported in Excel or CSV format. Besides that, the case numbers for all the activities related to cases will be displayed in export. 

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​To Edit/Add Skills 

The supervisor can add a skill, increase or decrease the proficiency level of the skill or delete the skill of the agent. Based on the supervisor’s action, only the cases which map to agents skills will be assigned to the agent. 



Macro

Apply the desired macro to update agent properties. Additionally, you can choose multiple agents and apply the macro action at the bottom to execute it in bulk. To get this capability enabled, please reach out to our support team at tickets@sprinklr.com.

Refresh 

Click the Refresh icon in the top right corner to view the new changes on the Agents page, if any. 



Sort By 

Click the Sort By icon in the top right corner to sort the dashboard by a specific column, in ascending or descending order. 



Sorting and Aggregation in Agent table

On the right hand side of each column within the agent table is a drop down menu, as shown below. Campaign managers can filter agent data based on the metrics (discussed in table below).