Monitoring Dashboard Supervisor
Supervisor might not have the time to have an in-depth look into all the incoming ticket 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 'Supervisor' on 3Dolphins Service SRM, and click on '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 :
Name | Description |
Avg Chat Time | The average duration first response until the ticket handled by agent. |
Avg Response Time | The average total ticket duration assigned to 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 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’. |
Top Case Category | Display top three case category. |
Top Closure Type | Display top three closure type. |
Through this monitoring dashboard, Supervisor can take better data-driven decisions and also motivate their teams to perform better.
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