Monitoring Dashboard Supervisor
Last updated
Last updated
Supervisors 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 the 3Dolphins feature lets them do just that.
This feature can be accessed by login as 'Supervisor' on 3Dolphins Service SRM, and clicking on the 'Team Performance' tab () then, you will see the monitoring dashboard like below:
Monitoring dashboards consist of multiple useful widgets that will help Supervisor monitor their live agent performance in a day, like today ticket, top case category ticket, and measure live agent productivity.
Component Explanation:
Avg Chat Time
The average total duration from tickets first responded by the agent until it is escalated, transferred, or closed.
Avg Response Time
The average total ticket duration from unassigned ticket until it responded by the agent.
Total Ticket
Today’s total ticket.
Available
The total agent available.
In Serving
The total ticket handled.
Logged-In
The total team members are logged in.
Of Active Ticket
The total ticket active.
Avg Response Time
The average total ticket duration from unassigned ticket until it responded by the agent.
Avg Resolution Time
The average total duration ticket is assigned until the ticket is closed. But, when the ticket is transferred or escalated to the supervisor or other groups, then the agent can’t get total ticket, but the agent will get ‘Response time’.
Top Case Category
Display top three case category.
Top Closure Type
Display top three closure type.
Through this monitoring dashboard, Supervisors can take better data-driven decisions and also motivate their teams to perform better.
