Agent Timeline

What’s UP with the DOWN time?

“VO Agent Timeline” is an included feature in the Virtual Observer suite which asks the question “What’s Up With the Down Time?”.

Virtual Observer is already loaded with more bundled quality monitoring and workforce optimization features than any other WFO suite on the market, and the innovation continues with the introduction of VO Agent Timeline, an essential tool for supervisors to visualize agent activity levels at a glance.

Agent TimelineSupervisors can quickly look at the VO Agent Timeline view and see a landscape view of recorded phone calls, screen captures, chats or inactivity during their day. By simply clicking on the icon for the recorded event, a playback session can be initiated or the event can be evaluated, all in the same window.

“Agent Timeline” can also be effective for monitoring workday habits of new hires, where supervisors can quickly spot activity holes. This becomes even more valuable when used in combination with built-in agent webcam recording, where clicking on an empty block in the timeline will open up the recorded event in Virtual Observer.

VO agent timeline also can be customized through querying to illustrate a specific group of agents or a specific period of time. Useful queries can be saved as favorites for everyday or later use. This is a unique feature in the contact center / workforce optimization tool set, and it’s one which can prove to be a huge value for performance-minded contact centers.

What Our Customers Are Saying...

A healthcare facility in the mideast US installed Virtual Observer a few years back as part of a call recording and quality assurance initiative:
“We monitor all incoming and outgoing calls for 40 agents. By recording all calls and auditing data and productivity reports for each team, individual registrar and nurse managers can determine how to reduce hold times, transfer fewer calls and provide more callers with what they need with just one call. This tool also improves management’s ability to train and coach staff to enhance the customer experience. The call center uses internally designed evaluation templates to measure quality, accuracy and completeness of contact with families.”