VSLogger Monitor - Dashboard Tab

The dashboard tab is a visual view of your current agents/employees in action. The statistics are updated every 30 seconds, and allow managers and team members to quickly see state of the entire team.
NOTE: This information is meaningful only for  companies utilizing Agents State time log  controlled via Desktop Assistant.

Dashboard displays two summary views:

1. Agent Summary
2. Team Performance

Clicking the EXPAND button will display the summary view in greater detail. Allowing you to see:

• Agents name
• Logged-in length (When agent sets Desktop Assistant to IN state, time begins to accrue.)
• State: In, Out, On Break, On Project (controlled by Desktop Assistant. See below for details on STATE) . Statistics are empty for absent Agents.
• Number of calls made for the shift
• Call% Agent -  percent of time specific Agent spent on calls
• Call% Team -  average percent of time team members  spent on calls

• Agents name
• State: In, Out, On Break, On Project (controlled by Desktop Assistant. See below for details on STATE) . Statistics are empty for absent Agents.
• Time: The current call  duration . If an agent is not actively on a call, no Time will be displayed. 
• Phone: Displays current direction of call. Outgoing or Incoming.
• Call% Team -  average percent of time team members  spent on calls

Status Time log : For a history of status changes of a particular agent during the day, you can CLICK directly on the STATE ICON within the EXPANDED view. This only is available under Agent Summary view. 

State of Agent

To make statistics meaningful  company have to establish policy and practice when agents accurately report their STATE via Desktop Assistant application installed on their workstation

• IN:  - When an agent starts work day and logs into their station, they may select IN to indicate that they are at work.
• On Break: When the agent goes On Break, their break time not applied calculated to Idle time or Talk time. In the SETUP, you may make the maximum amount of time an Agent can be on break before that overtime starts counting against their Idle and Talk time. Example, Agents are allowed a total of 1 hour per shift for breaks. If they select On Break and they come back 1 hour and 30 minutes later and select IN, the extra 30 minutes is added to their Idle time. If they were not on the phone during those extra 30 minutes, their average Talk time will be reduced accordingly. 
• On Project: When an agent is On Project, their time is still added to Idle time. On Project can be designated for time agents are in a meeting, or in a training session. It provides a snapshot for the Manager who is viewing the daily status of their agents. 
• Out: At the end of the day, Agents select OUT, and this ends their time. Under settings section, administrator should select meaningful default end of the Shift time (example 6:30 pm), and everyone will automatically be set to OUT at this time. If someone selects OUT in the middle of the day and then comes back during the same shift and selects IN, then the OUT time is counted towards their ON BREAK time. If their On Break time exceeds the time allowed under settings, then the additional time is added to their Idle time (Similar to the On Break setting above). 

Utilizing Desktop Assistant

Additionally, Agents have the ability to look at their individual statistics directly within Desktop Assistant. 

Scrolling Marquee

Managers and Administrators may also include inspirational messages or general business announcements within the dashboard. To add, change, or update messages that scroll across the expanded Agent Summary or Team Performance views please see Administration Guide > VSLogger Server > VSLogger Monitor Setup Tab > Desktop Assistant (DTA) Administration