Manager User Guide

ICC provides a wide range of manager capabilities through the app. These capabilities are designed to provide the manager capabilities to onboard agents, review cases, and monitor statuses in real time. This page provides an overview of the out of the box capabilities for ICC Managers.

Manager Dashboard

The Manager Dashboard provides real-time queue and agent monitoring for ICC Managers. This provides a live snapshot of how well the contact center is performing at any point in time. The dashboard is set to auto-refresh on a 30-second interval.

Manager_Listen_select.png

Queue Real Time Data

Managers will see live queue metrics from the Manager Dashboard broken down by queue by channel.

This provides the manager real time metrics for the following. For information on how to customize these metrics, please refer to the modifying manager dashboard page.

  • High-level KPI
    • Percentage of calls answered in less than 60 seconds
  • Number of customers waiting
  • Average wait time
  • Maximum wait time

These metrics are calculated with a 15 minute timeframe by default. Managers will also see the following metrics for the queue that is currently selected over the same timeframe.

  • Interactions received
  • Interactions answered
  • Abandon rate

Agent Real Time Data

Managers are also able to see a live view of agents. For agents who are currently on an interaction, the following information will be displayed to the manager:

  • Customer
    • Name and link to the customer record
  • Interaction
    • ID and link to the interaction record
  • Interaction Type
    • Voice, SMS, or chat
  • Duration
    • How long this interaction has been active for
  • Contact Mood (SMS/chat only)
    • The customer's live sentiment from the messages they have sent
  • Originating Queue (Twilio only)
    • The queue in which the agent received the interaction; if the agent is in multiple queues, this may not be the same as the queue that is selected
  • Listen in link
    • A link to allow the manager to listen to the interaction

Using this information, ICC managers are able to identify if any interactions need immediate attention. For example, if an interaction has been open for a long duration with a negative sentiment, this may alert the manager to intervene.

Agent Monitoring

For agents on a live interaction, managers have the ability to listen in by clicking Listen In link.

Manager_Listen_Highlighted.png

The manager will be placed into the agent call in listening mode. if the manager wants to join the call as an active participant, they can click JOIN

Manager_JOIN_Highlighted_1.png

Agent Management (Twilio)

ICC Managers have capabilities within the ICC App to add Appian users into Twilio queues. This can be an easy method for managers to onboard new agents. The "Update Twilio Queue Membership" action provides this capability. For more technical details on how this is constructed, please refer to the routing and user management page.

/icc/add to queue 2

Record Views

The ICC Application also contains a wide variety of record views available to the manager. These record views are displayed below.

Customer Record

/icc/customer record

Interaction Record

/icc/interaction record

Agent Record

/icc/agent record 2

Case Record

/icc/case record

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