The Data Overview page displays key metrics for an agent's hotline and online workbenches.
Accessing the feature
In My Workbench, click Data Overview in the navigation pane on the left to view the agent's data metrics.
Features
Today's work statistics: Displays the agent's total online time and break time for the current day.
Call statistics: Displays the total call duration, post-processing time, number of outbound calls, total number of calls, and satisfaction score.
Online statistics: Displays the total session duration, total number of sessions, satisfaction score, and 15-second answer rate.
Queue status: Displays the call queue status for the agent's skill group.
Call records: Displays call records between the agent and customers for a specific time period.
Details: You can click the Details button to view the customer's number, call type, call time, and detailed call flow for each call.
Playback recording: You can click the Playback button to listen to the call recording.
Download recording: You can click the Download button to download the recording for a single call record.
Basic search: You can search for call records by Call ID, Caller Number, Callee Number, or Skill Group ID/Name.
Advanced search: In addition to the basic search fields, you can search by call start time, talk time, recording duration, Interactive Voice Response (IVR) duration, queue time, or wait time.
Batch download: You can filter records by date, caller number, callee number, skill group, call type, hang-up reason, or unanswered reason to download them in a batch.
To view the call records for all agents, an administrator can view them in the voice service. For more information, see Call records.
Session records: Displays the communication content and interaction information between customers and agents.
You can filter session records by the following conditions:
Time: You can select a time range for the session records, such as Today, Yesterday, Last 7 days, or Last 30 days.
Start and end date: If you select a custom date range, specify the start and end dates.
Advanced search:
Session ID: You can search for specific session records by the unique session identifier.
Agent name: You can search for session records related to a specific agent by name.
Extension number: You can search for session records related to an agent's extension number.
Agent ID: You can search for session records related to an agent's ID.
Skill group: You can search for session records related to a specific skill group by name.
Details: The session details interface displays the session trail, session window, and session information. This information helps you understand and track the progress and content of the session.
Batch download: You can download all session records to your local device.
To view the session records for all agents, an administrator can view them in the online service. For more information, see Session record data.