Monitoring Dashboard Agent

Agents might not have the time to have an in-depth look into all the incoming tickets and filter them based on different parameters. If they’re looking to get important information about the ticket at a quick glance, monitoring dashboards in 3Dolphins feature lets them do just that.

This feature can be accessed by login as 'Agent' on 3Dolphins Service SRM, and click on 'My Performance' tab then, you will see the monitoring dashboard like below:

Monitoring Dashboard Agent

Monitoring dashboards consist of multiple useful widgets that will help Agent monitor their performance, like login time, break time, productivity time, average response time and average resolution time. Agents also can monitor their ticket performance compared to yesterday.

Component Explanation :

Name	Description
Productive Time	Total duration ticket ‘Assigned’, ‘Open’ until the ticket is ‘Pending‘ on the status ‘Available’, ‘Coaching’ and ‘Training’.
Login Time	The total time the agent logs in a day.
Break Time	The total time the agent breaks in a day.
Avg Response Time	The average total ticket duration assigned to one agent.
Avg Resolution Time	The average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to Supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘Response time’.
Assigned	The number of the ticket assigned today compared to yesterday.
Open	The number of the ticket with status 'Open' today compared to yesterday.
Pending	The number of the ticket with status 'Pending' today compared to yesterday.
Escalated	The number of the ticket escalated today compared to yesterday.
Closed	The number of the ticket closed today compared to yesterday.
Transferred	The number of the ticket transferred today compared to yesterday.

Agent can take this information as report material to the Supervisor and also motivate them to do a better performance.