Agent Monitoring
Short definition
Agent Monitoring: Tracking contact-centre agents' metrics, availability and, where permitted, live conversations.
Meaning and 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 applications
- Business scenario:
A supervisor monitors queue lengths and agent availability to rebalance the workload.
What to check before implementation
Agree on metric definitions and reporting periods. A single number without quality, repeat-contact and workload context can lead to misleading conclusions.