With the Agent Activity Timelinedashboard, track an agent's activities based on how their status changes over time. You can use this information to identify agent activity patterns such as how long an agent spends in session handling, wrap-up, or on breaks. You can use this information for data-driven coaching to optimize agent performance.
Use the dashboard
To use the dashboard, follow these steps:
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In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboardmenu, expand the window horizontally until the Dashboardmenu appears. The Advanced Reporting Landing Pageappears.
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Click Agent Activity Timeline. The dashboard appears.
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Click the Datefield to select a date range, and then do one of the following:
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Select a preset date range. To do this, follow these steps:
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Click Moreto view all of the preset date ranges.
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Click the date range that you want.
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Select a custom range. To do this, follow these steps:
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Click Custom.
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In the Customfield, enter a start and end date for your date range. You can type your date range or click
Open calendarto select start and end dates.
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Filter your results using the following fields:
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Start Timeand End Time: get results from only within this time range
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Agent Name: filter by agent name. This value syncs with the value in the Agent Emaillist. You must select a single agent to get data for.
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Agent Email: filter by assigned agent email address. This value syncs with the value in the Agent Namelist. You must select a single agent to get data for.
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Agent Status: filter by agent status
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Activity Status: filter by activity status
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Total Duration: filter by session duration
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Call ID: filter by call ID
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Chat ID: filter by chat ID
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In the Time Formatfield, select a time format.
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Click
Update.
Tables
This dashboard contains the following metrics table. Hold the pointer over a table column to see its description.
- Historical Data: displays the historical activity for an agent.
