Monitor Queues, Agents, Interactions, and Service Levels

To access the Monitor section, you must be an Administrator or Supervisor; or have the Monitor Console – permission set to Yes. See Role Management for more.

The Monitor tab lets you monitor live conversations between agents and customers and displays four views: Queues, Agents, Interactions, and Service Levels.

The Queues section displays the conversation summary between agents and customers per queue. You only have access to the queues you are assigned to; and to the agents assigned to the same queues as you.
The Agents section lets you view agent performance metrics and monitor agent-specific live conversations. Listed agents belong to the same queues you are also assigned to.
The Interactions section displays all interactions currently live in SmartAssist and assigned to agents on the CONSOLE.
The Service Level section displays all service levels configured for voice and chat channels.

Note: Your Monitor access is restricted to the Queues that you are assigned to.

Queues

In this section, you can see all the queues to which you are assigned. The number of conversations waiting to be picked up, the number of conversations that are already engaged, and a summary of agents assigned to a particular queue along with their current status. In addition to the above details, the manager can see the average wait time, max wait time (an indicator of peak load handling capacity), and drop-off rate.

To monitor the agents:

On the Monitor tab, click the Queue tab.

On the left menu, click a queue that you want to view.
The queue screen appears as shown below:
Click the agent name. The detailed screen of the agent conversation opens up on the right.
Chat:

Email:

Filter

Create Filter

Click the Filter button.
Click New Filter.
Select the Queues, Channels, and Language.

Note: You can select from agent groups (list of agents), search for agents, and select from dynamic sub-filters.

Select from the below available options:
1. Clear – Clears the selection.
2. Save & Apply – Saves the filter, and it appears when selected.
3. Apply – Applied for one instance and not saved.
Click Save & Apply.
On the pop-up window, enter a name for the filter and click Save & Apply.

A confirmation message is displayed and the filter is created.

Edit Filter

Steps to edit a filter:

Click the Filters tab. The Saved Filter name appears.
Click the Edit button.
Make the necessary changes and click Save & Apply.

A confirmation message is displayed and the filter is updated.

Copy Filter

Click the Duplicate button.
On the Rename Filter window, enter a name for the filter and click Save.

A confirmation is displayed and a copy of the filter is created.

Mark as Default

Click the Mark as Default button.
A confirmation message is displayed and the filter is marked as default.

Delete Filter

Click the Delete button.
A Delete Filter message appears. Click Delete.

A confirmation message is displayed and the filter is deleted.

Join a Conversation

Managers can monitor live conversations between agents and customers. The manager can view the agent engagement metrics of the agent. At any point, the manager can view details of the agent-customer conversation, or the manager can manually assign the agent to another available agent.

Manually Assign Conversations from the Queue to an Agent

To assign a conversation from the queue to an agent (including themselves):

Select the conversation from the Queue on the right pane and click Assign.
A pop-up appears. Select the agent and assign the conversation to that agent.
Select Mark as priority if required and click Assign.

Note: Manual assignments ignore skill-based routing and restrictions related to the maximum number of slots.

Change Queue for a Conversation

Supervisors can change the queue for a conversation. They can move a conversation to a different queue and prioritize it by placing it at the top.

To change the queue for a conversation:

Go to MONITOR > QUEUES.
Select a queue and then select the conversation.
Click Change Queue.
On the Change Queue pop-up window, click the Change Queue from drop-down, select a queue, and then click Change Queue. Select Mark as priority to place the conversation at the top of the list in the destination queue.

Notes:

On transferring a conversation, the count of waiting conversations decreases in the original queue and increases in the destination queue.
By default, the position of the conversation in the queue is determined based on the conversation’s arrival time in the original queue.
Transferring a conversation from the current queue to a different queue is recorded for reporting purposes.

View Voicemails

When a call is converted to a voicemail, it can be viewed in the Monitor tab. Supervisors can view voicemails in waiting status and “Assign” to an agent or “Change Queue”.

Agents

You can check agent details and monitor and intervene in ongoing conversations. The agents in this section are restricted to those assigned to the same queues as you. A list of conversations currently being handled by the agents is displayed with parameters such as state, load, first response, average response, AHT, etc.

The load capacity indicator displays the agent’s overall load capacity. Hovering over the load shows the channel-wise load capacity. For example, Live Chat ⅔ (2 slots out of 3 defined slots are engaged).
On the monitor tab, select an agent on the left side. The manager can view the agent’s ongoing conversation on the right and check the engagement metrics.

On the right window, click the agent’s name. Another window opens to the right as shown below. To check the agent engagement metrics, on the right window, click the down arrow as shown below:
Chat, Messaging, and Voice:
Email:
For a selected agent, the manager can check the agent profile, chat with the agent, change the queue, and assign the conversation to other agents as shown below: