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.
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.
On the left side of the interface, managers see all of the queues, along with the service level for each channel. The service level is defined as the percentage of interactions answered in less than 60 seconds for each channel.
By default, only two queues display. See Modifying Manager Dashboard for instructions on how to add more queues.
Clicking the magnifying glass for a queue displays more detailed information about the queue on the left side of the screen. For information on how to customize these metrics, refer to Modifying Manager Dashboard.
This provides the manager real time metrics for:
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.
The left side of the Manager Dashboard contains a live view of agents. This view allows managers to filter agents by Agent name, Status, Duration of interaction, Queue, and Channel.
For agents who are currently on an interaction, the following information displays:
Clicking on an agent name opens up the view for that agent, which includes an ICC Agent Profile, a Twilio Worker Profile, and, if the agent is actively engaged in an interaction, an Active Interaction grid. Click Return to Manager Dashboard to get back to the live agent view.
Using this information, ICC managers can 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.
For agents on a live interaction, managers have the ability to listen in by clicking Listen In link.
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.
Once the manager has joined the call, they can toggle back to listening by clicking LISTEN.
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, refer to the routing and user management page.
The ICC Application also contains a wide variety of record views available to the manager. These record views are displayed below.
To avoid duplicate data logging and data reporting issues, ICC handles situations where the Manager Dashboard is open in more than one tab or window on a browser.
If the Manager Dashboard is open in more than one tab or window, ICC determines which instance is active and deactivates the communication session for all other instances.
The communication session for all other tabs or windows will be disabled and a message will display in the communication box. To activate a tab or window that isn't currently active, refresh the page.
Users should make sure that they don't log in to the Manager Dashboard on two different browsers. If they do, it will cause issues with reporting and duplicate interaction logs.
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