Agents Activity

Agents Activity

Overview

The insight for the agent activity by hour and the queue management are now available on your Insights tab. 

Agent Activity by Hour

Agent Activity by Hour shows you agent activity throughout the day, allowing you to plan and manage resource. To take a look, navigate to the Insights screen then click into Logged Agents.


Scroll at the bottom. Here you will see a visual showing the messages sent per hour.  This can be filtered to only show specific agents if you need to.  This uses cached data refreshed every 15 minutes. 



Unanswered Conversations

Click on Live Queue Management in Insights to check on unanswered conversations in your queues. 









This is live data and will update each time you click into the visual.  We apply groupings to the time to make it easier to read.  You can also apply the filters as required e.g. you could filter to just show anything over x amount of time.  



    • Related Articles

    • Logical Branch - Active Agents

      Overview After a conversation enters a queue, using a Logical Branch step, you can route the conversation based on the number of Agents that are active on that queue at the moment that the conversations happening. Please note that the system is ...

    • Action Panels

      Overview When you open a conversation in the Conversations screen, the Action Panels (on the top right side of the screen), provide you with tools and information to maximize your team's productivity and streamline the way the conversation is ...

    • New Releases

      This article will be continuously updated with the latest release information. 11/09/24 - Insights for Queue Management and Agent Activity The insight for the agent activity by hour and the queue management are now available on your Insights tab. ...

    • Insights

      Overview From the Insights screen you can access your insights for every aspect of Webio. Monitor your campaigns, messages, agent activity and more through insightful widgets. Full data export tables are also available. Types of Widgets When ...

    • Add a payment gateway

      Overview Designed to optimise customer payments, Webio’s ‘Conversational Payments’ skill brings instant live payment requests and processing into customer conversations making it easier for agents to send customer payment links as they interact with ...