Jade Service Provider Help System

Monitoring Agents


     In order to monitor agents you will need to create a connection to Jade Service Provider. To do this login to your JadeCRM and choose the monitor agents button located in your supervisor toolbar. This will open the agent monitoring utility. Fig 1.1 displays an example of this utility.

Fig 1.1

Supervisors State State Reason
John Supervisor Agent Monitoring

 

Agents Monitor State State Reason Solution Acct. # Phone # ATT AWT Con Talk Time Drop
Jerry False (WrapTime) Demo.mdb 4534K 9095556789 0:2:21 0:0:50 157 36
Becky False (OnCall) Demo.mdb Z454S 9095551045 0:2:40 0:0:45 216 206
Mike True Waiting... Demo.mdb     0:2:10 0:1:56 45 N/A

Agents:

     This column will contain the name of each agent. If you look at Fig 1.1  you will notice the agent name is hyperlinked. Clicking this hyperlinked name in JadeCRM will open an Instant Messaging window for that agent and allow you to communicate via text messaging. 

     Also in this column you will see an icon to the left hand side of the agent name. Clicking this icon will open the agent metrics window, as shown in Fig 1.2

Fig 1.2 

Agent Information
Agent Name: Betty
Login Time: 10:02:37
Session Time: 2:51:43
Idle Time: 0:19:36
Talk Time: 2:32:43
Solution: Demo.mdb

Performance Metrics
71% Utilization
72% Efficiency
4.048 Leads/Hour
Results
13 App Taken
112 CB Sched
2 Wants To Float
30 Doesn’t Want Cash
1 Bad Credit
Totals 159  

Monitor:

     This column presents you with an icon of a speaker. When clicked this icon will allow you to silently monitor the agents conversation with the called party. 

State:

     Displays true is the agent is ready to accept a call, false if not.

State Reason:

     Each time the State property is change a reason code is written to this property displaying the reason for the rate change. 

Solution:

     Display which calling solution the agent is currently a member of. 

Acct & Phone Number:

     Displays the current account number and telephone number for the called party currently connected to the agent. 

ATT:

     The average talk time.

AWT:

     The average wrap time. 

Conn:

     The total number of connects received by the agent. 

Talk Time:

     The number of seconds the agent has been contacted to the current call.

Drop:

     Allows you to disconnect an agent from the system. 

 

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