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...

“We utilize the Speech Analytics features, which has really paid off for us so far.  The ability to search by key words has eliminated the hunt and peck method we used previously.  One of the other features we love is the screen capture and live desktop monitoring that enhances coaching and praise opportunities. I have had many experiences with call monitoring in the past. I LOVE Virtual Observer from its thumbnails of desktops to its ability to interact with employees while they are on a call. I also have positive comments for the training as it is tailored around who is attending. The more interactive the participants the better the training was. The trainer was excellent!”

‐ Kara Fitzgerald
Logix Federal Credit Union