Agent Timeline Detail view

必备

以下权限： 

  • ui > supervisorAgentDetails > view
  • directory > user > view
  • analytics > userDetail > view

To view the interactions portion of the timeline:

  • analytics > conversationAggregate > view
  • analytics > conversationDetail > view

To select the metrics, require one of the following:

  • analytics > userAggregate > view
  • analytics > conversationAggregate > view

The Agent Timeline Detail view provides a detailed visual representation of the conversations handled by the agents. This view enables the supervisors to gain increased visibility into the activities of the agents. The supervisors can see how the sequence of voice conversations handled by the agents is interwoven with the overlap of multiple simultaneous digital interactions.

By default, this view provides details about primary status, secondary status, routing status, and various interactions such as voice, callback, chat, email, and message.

To view the agent timeline details:

  1. 点击表现>工作区>联络中心>代理绩效。 
  2. From the Agents Performance Summary view, click an agent name. The Agent’s Performance Detail view displays. 
  3. Click the Timeline tab. The Agent Timeline Detail view appears.

Agent timeline view

要查看最新数据，请单击 刷新 。

To save the view, click Save View .

You can zoom in and out of the time range in the timeline. For example, you can see that the 9–10 PM time interval on March 3rd is selected in the date picker. However, the timeline is zoomed in to just before 9:15 and just after 9:45 PM. If you zoom out, you can see the whole hour from 9 to 10 PM. If you have zoomed in to shorter than an hour, you can scroll horizontally to the 9:00 PM boundary to the left and the 10:00 PM boundary to the right.

To zoom in and out in the Windows OS system, you can hold the Control (Ctrl) key and scroll with your mouse or trackpad. To scroll horizontally in the Windows OS system, you can use a trackpad.

To zoom in and out in the Mac OS system, you can hold the Command (CMD) key and scroll with your mouse or trackpad. To scroll horizontally in the Mac OS system, you can hold the shift key and scroll with your mouse or trackpad.

注意：
  • The timeline does not show any results for primary status, secondary status, or routing status if the agent has had long periods of inactivity.
  • You can view data only for up to seven days.
  • If the number of interactions within the selected time range is more than 200, a warning message is shown at the top and a link is given to the Agent Interaction Details view page.

自定义视图

To show only specific data, customize the agent timeline detail view. For example, you can choose to view only certain metrics or filter to see certain types of interactions.

要自定义分析视图，请使用日期过滤器。

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 7 days. 

要使用预设筛选量度，请完成以下步骤：

  1. 要显示日期筛选器，请单击日期。
  2. 在 “预设” 列表中，选择一个预设日期选项。

日期预设

预设 描述
当前时间间隔 显示当前 30 分钟时间段的数据。
今天 显示包含当前间隔的时间段内的数据。
昨天 显示前一天的数据。
本周 显示周日至周六时间段的数据。
上周 显示前一周（周日至周六）的数据。
前 7 天 显示过去七天的数据。
间隔 显示 30 分钟时间段内的数据。
日 显示一天 24 小时的数据。
周 显示周日至周六时间段的数据。

要使用自定义日期范围筛选指标，请完成以下步骤：

  1. 单击日期以显示日期筛选器。
  2. 在日历上选择开始日期和结束日期，然后单击筛选箭头。

要使用相同的日期预设查看不同时间段的数据，请单击日期显示屏两侧的箭头。

例如，要查看前一天的数据，请单击 日期 预设，然后单击日期左侧的箭头。

要使用相同的日期预设查看不同时区的数据，请从时区下拉菜单中，选择所需的时区。 您可以使用相同的选定时区创建和保存报告。

To filter the interactions by media type:

  1. Click the Filter icon 过滤器按钮.
  2. 选择全部媒体类型 
    Agent timeline view - Filter by media type window

The interactions are filtered based on the chosen media type.

To select the metrics for the summary row:

  1. Click Select Metrics.
  2. Select the required metric categories such as Count-based, Percentage-based, and Time-based.
  3. Choose the required metric. For more information about the available metrics, see the Agent Timeline Detail view section in the View available columns in performance views by category article.
    Note: You can choose up to 12 metrics.
  4. Click Add. The selected metrics are displayed.

To view the consolidated list of available metrics in the performance views, see Consolidated view of available columns in performance views.

To show or hide the timeline rows:

  1. Click Select Rows. The Select Rows pop-up window appears.
  2. Select the required rows such as Primary Status, Secondary Status, Routing Status, and Interactions. 
  3. Click Confirm. The selected rows are displayed on the left side.

To show or hide the interaction list, click Show Interactions List.

All the interactions for the chosen date range are listed on the right side. 

To view more details about any interaction, click on the required interaction. You are directed to the interaction details view page.