How it works
Agent monitoring combines queue metrics, sampled call reviews and adherence to procedures while accounting for contact context. Contact-centre routing and performance metrics need to be interpreted against service targets, staffing levels and the complexity of incoming requests.
Business example
A supervisor monitors queue lengths and agent availability to rebalance the workload.
What to consider
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.