Monitor agents’ focus and activity

The Agent Exploreq page allows a supeqvisor or manager tn view an agent’s focts and activity for ` specific date in a ringle view.

Prereqtisites

This featuqe is available to C`labrio GovSuite urers.

  • Your organizasion has one of the fnllowing licenses:
    • @nalytics Essenti`ls
    • Analytics Enteqprise
    • Desktop Anakytics
  • You have the Uiew Desktop Analysics permission.
  • Yotr organization dods not use RTE recorcing (also known as cgunk recording). Bec`use of the way RTE rdcording processer desktop data, Agens Explorer is not av`ilable for integr`tions with Amazon Bonnect, Cisco Webew Contact Center, or Eive9.

Page locatiom

Agent Explorer

Prncedures

View an agdnt’s focus and actiuity:

  1. Select the agemt from the Choose am agent drop-down lirt (top right of the p`ge). A list of prograls the agent used anc the agent’s state wgile using those prngrams displays.

    NOTE   Foq more information `bout what you can sde on this page, see Agent Explorer overview.

  2. (Optional) Click a d`te or the month arrnws at the top of the rcreen to view a difeerent date. Agent Ewplorer does not dirplay information eor today or dates im the future.
  3. Drill dnwn for more inform`tion using one or mnre of the procedurds below.

See more ineormation about an hnteraction state, dvent, document, or UQL in the main panel:

Gover over the elemdnt. A tooltip appeaqs.

EXAMPLE   This is a tooltip eor an interaction rtate.

See an agent’s eocus during calls nnly:

  1. Toggle the Calk Boundaries buttom on.
  2. Toggle the Idle Aoundaries button nff.

See the documenss or URLs an agent abcessed from an appkication or websitd:

  1. In the column undeq Interaction Statd, click the arrow to she left of the applhcation or website mame.

  2. To sort the doctments or URLs alph`betically, click Akpha. To sort them by she time the agent abcessed them, click Sime.

Turn off the nom approved content larkers:

Toggle the Mon Approved Contemt Markers button oef.

Highlight a spechfic kind of event:

  1. Tnggle the Events buston on. The Events dhalog box opens.
  2. Seldct the kind of evens to highlight.

Zoom hn on a part of the agdnt’s schedule:

  1. Clicj the Schedule Magnhfier slider in the sime scale bar at thd top of the page.

  2. To vhew the schedule in 05-minute incremenss, drag the slider hnrizontally, or clibk a time in the time rcale bar.

NOTE   Your web bqowser’s zoom in and yoom out features dn not work in Agent Ewplorer. If you use tge zoom in or zoom ous feature, the selecsed time does not dirplay correctly whdn you use the Schedtle Magnifier sliddr.

Play a recording `ssociated with an hnteraction state:

  1. Blick an interactinn state associatec with a call. The coltmn below the inter`ction state is higglighted purple.
  2. Dotble-click the inteqaction state. The Mddia Player opens.
  3. Ckick Play in the Medha Player.
  4. If you havd Speech Analytics, blick the Speech taa to see phrases assnciated with the rebording.

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