Agent Monitoring

Articles

(5)
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Agent Unified Insights

Supervisors access all agent-level data in one centralized location with Agent Unified Insights. This holistic view of agent performance assists supervisors in making informed decisions to improve performance and increase the efficiency of service centre operations. The key benefits include:Comprehe

Knowledge Base Article

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Overview of Simplified Supervisor Experience

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Agent Monitoring Overview

​Pre-requisite for viewing Agent Monitoring:Supervisor persona is assigned or shared with the user. This user is mapped as the manager of certain users and have relevant permission for Barge In, Whisper, Snoop, and other call controls. Users have relevant permission for the voice application to take

Knowledge Base Article

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Overview of Simplified Supervisor Experience

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Why Agent Monitoring is crucial for Supervisors?

Following are some of the prominent use cases of Real Time Monitoring (RTM) Screen: Monitor aggregated the live team availability status and states for the entire team.Supervisors can identify agents in idle state in business hours and can assign cases to idle agent.Supervisors can check how long ag

Knowledge Base Article

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Why Agent Monitoring is crucial for Supervisors?

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How to Use Agent Monitoring?

Supervisors can navigate to the Agent Monitoring Screen on the Left Pane of the Supervisor Console.There are 2 sections. Supervisors can view a bird's eye view of their team (Aggregate View) as well as each agent individually (Detail View).Aggregate ViewFrom this screen supervisor can see the overal

Knowledge Base Article

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How to use Agent Monitoring?

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Configuration Steps

The live team monitoring screen is available to Supervisors by default. Supervisor can create new dashboards and can add agent monitoring metrics of their choice. ​Dashboard actionsHere you can apply various actions on the new or existing dashboard.​​​​S. no.FieldsDescriptions1Create Dashboard1. Cr

Knowledge Base Article

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Configuration Steps

Getting Started with Sprinklr Service

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