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.
Supervisors 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.