Agent Performance

ASAPP provides robust real-time agent performance data. You can monitor:

• Agent status
• Handle and response time performance
• Agent utilization

In addition, alerts and signals provide context to better understand how agents are performing.

​

How to Access Agent Data

You can access agent performance data from the ‘Performance’ page.

1. Open agent panel: To view agent performance data, click the Agent icon on the right-side of the screen. A panel opens that contains a list of all agents currently logged into the queue.
2. Close agent panel: To close the agent panel, click the close icon.

​

Agent Real-time Performance Data

Live Insights automatically updates performance data related to agents in real-time every 15 seconds.

​

Search for Agents & Sort Data

ASAPP provides tools to organize and find the right content. You can search for a specific agent name or sort the data based on current performance.

1. Find agents: To find a specific agent, enter the agent name in the search field. The list of agents will filter down to the relevant results. To remove the query, delete the agent name from the search field.
2. Sort agents: You can use each column in the agent panel to sort content. Default: list is sorted by agent name. To sort by a different metric, click the column name. To change the sort order, click the active column name.

​

View Agent Transcripts

You can access live agent transcripts from the ‘Agent’ panel.

1. Agents with assignments: Agents currently taking assignments are underlined in the ‘Agent’ panel. Click an underlined agent name to go to the ‘Conversation’ page to view relevant agent transcripts.
2. Agent filter applied: When you view an agent’s transcript, the ‘Conversation Activity’ table displays only their chats. This is indicated by the filter chip displayed above the list of conversations. To remove the filter, click the X icon in the filter chip.