Users

On this screen, supervisors can view real-time statistics of agents to evaluate their performance and make decisions to improve customer service. Some of these metrics include logged-in time, occupancy time, and metrics related to interactions across all channels, such as the number of interactions initiated, attended, and transferred, and much more!

How to View User Statistics

With uContact, you can supervise users to evaluate their performance and the quality of service they provide to customers. Here’s how to do it!

1. Go to the Supervision menu and access the Users module.
2. Here you will see a list of users with their respective metrics.

How to Filter

You can customize the view of this dashboard using filters to see only the information and metrics you need.

To filter, press the button located in the bottom right corner. The parameters that can be filtered will be displayed here, as detailed below.

Refresh

This parameter indicates how often the dashboard information will be updated. For example: 5 seconds, 1 minute, 15 minutes, 1 hour, among others. Additionally, you can refresh the dashboard by pressing the refresh icon.

From

This parameter indicates the time range to be used to display the information. For example, you can show information for the day, the week, the month, or a custom date range.

Users

In this parameter, you must select the users you want to view on the dashboard. You can select all users by choosing the "Select All" option.

Metrics

In this parameter, you can select the metrics you want to view on the dashboard. You can select all metrics by choosing the "Select All" option.

How to Export Information

We know that metrics are very important for Contact Centers, which is why you can export the dashboard information to analyze it in-depth or to create reports. Here’s how easy it is to do it!

1. Press the button located in the top right corner. A pop-up will open where you must select your preferred options.
2. Here you need to select the date range of the information and the users you want.
3. Here you need to select how you want to receive the file. You can select more than one option.

Local

If you select this option, you can download the file directly from uContact.

Email

If you select this option, you will receive the file by email. You must specify the email address to send the file to, the subject, and optionally the CC and BCC.

SFTP

If you select this option, you can send the file to an external server. You must specify the server host, the port to be used, the credentials, the path where you want to save it, and the file name.

4. Finally, press the "Export" button, and the file will be downloaded according to the selected method.

Agent Details

You can also view specific details of each agent, such as the number of interactions per channel, charts with logged-in time, busy time, break time, and more. To view this information, simply click on the agent you want, and a pop-up will open with this information.