On the Team Performance Details page, you can see real-time information about an agent and a consolidated view of an agent’s performance as part of the team. View and monitor agents, send one-on-one messages using Webex App, and monitor an agent call.
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View team performance
View the details of the agents with their current state, time in a specific state, call state, time in a call state, channel capacity, and actions that can be performed for an agent.
Before you begin
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You must be assigned to a team.
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The Team Performance Details only contains the list of agents who are signed in on your assigned teams.
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Use the search field to filter the list by using the search criteria such as agent name, agent state, queue, channel, and so on.
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.Team performance details
| Column name | Description | ||
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Agent Name |
Displays the name and profile picture (Webex image) of the agent. | ||
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Agent State |
The work status while using Supervisor Desktop. The agent availability state includes Available, Idle codes, or RONA. | ||
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Agent State Duration |
The time that the agent has been in the current state. The state timer format is hh:mm:ss (for example, 01:10:25). | ||
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Phone Number |
Dial number or extension of the agent signed in. | ||
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Site |
Name of the site with which the agent is associated. | ||
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Team |
Name of the team with which the agent is associated. | ||
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Channels |
The mode of communication through which an agent can communicate. For example, voice call. | ||
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Contact Queue |
Name of the queue that the agent routes the request to. | ||
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Contact Status |
The status of the agent in an active call. For example, Connected, Consulting, Conference, or Wrap up. | ||
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Time in Contact Status |
The time spent by an agent in an active call. For example, the time an agent is in a conference call. | ||
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Total Contact Duration |
Total duration of the contact from when it was first connected (including any other state like Consult or Conference in the same contact). The time elapsed since the agent accepted the request. The connected timer format is hh:mm:ss (for example, 01:10:25). | ||
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Sign In Time |
The time an agent has signed in to the Supervisor Desktop. The date and time format is dynamic and displays according to location.
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Action |
Based on your user profile privileges, set by your administrator, you can perform the following actions from the Actions column:
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)—Silently monitor and review agent calls.
)—Send a one-on-one message to an agent.
)—Change an agent's state.Monitor agents on a call
Review and track an agent's performance without affecting an ongoing call.
Before you begin
You can only monitor one agent at a time. If another supervisor tries to monitor the same agent, the Start Monitoring button is disabled. If multiple supervisors try to monitor an agent simultaneously, monitoring is initiated for one supervisor and the system displays an error for the other supervisors.
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In the active interaction details modal, click Start Monitoring. The monitoring request pop-over appears.
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Answer the call. The monitoring control pane appears. You can listen to the call between the agent and the customer. | ||
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(Optional) Click Pause to temporarily mute the call. Click Resume to resume monitoring the call. | ||
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(Optional) Click Barge In to barge into the call that you're monitoring. The mic turns on and you join the interaction with the customer.
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When finished, click End Monitoring to end the monitoring activity. |
to access the additional icons for actions.What to do next
You must complete monitoring of a call before you sign out of Supervisor Desktop.
Send a message to an agent
On the Team Performance Details page, you can send messages to one agent at a time. If you'd like to send a message to multiple agents at once using Webex App in Supervisor Desktop, see Send broadcast messages to your agents.
Before you begin
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You and the agent must have access to Webex App.
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The Webex App is disabled by default. For information about configuring the Webex App in the desktop, see the section webexConfigured in the Webex Contact Center Setup and Administration Guide.
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Enter your message in the compose box.
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Click Send. |
under the What to do next
If the agent replies to your message, a notification appears at the top-right corner. Click the notification to view the message in Webex App.
Change an agent's state
On the Team Performance Details page, you can change an agent state.
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Change the agent state as required. |
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Export a list of your agents
Export a list of agents assigned to your teams in an Excel or CSV format.
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Click the Export icon. |
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Choose Excel or CSV to download a file to your local folder. |
Play a call recording
Play and review call recordings of the teams you manage to get detailed insights and feedback for agents training, quality assurance and enhanced customer service delivery.
Before you begin
To view the call recordings, your administrator must configure the quality management widget in the JSON layout for supervisors. For more information, see the Desktop Layout section in Webex Contact Center Setup and Administration Guide.
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Click The list of recordings display in order from newest to oldest. More recordings, if any, are fetched from the server as you scroll down the list.
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Click The recording playback modal appears.
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(Optional) Click |
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(Optional) Click |
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(Optional) Click |
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Click Close. |
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under the 
to pause the recording playback. Click 
to mute or adjust the volume of the recording playback.
to adjust the speed of the recording playback.Filter call recordings by date
Filter and view call recordings for the previous 13 months from the current date. The maximum range for filtering is 30 days.
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Before you begin
To view the call recordings, your administrator must configure the quality management widget in the JSON layout for supervisors. For more information, see the Desktop Layout section in Webex Contact Center Setup and Administration Guide.
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Select the start date and end date. |
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(Optional) Select the start time and end time. |
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Click Apply. |
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