Cradle to Grave: Team Activity Feature

When you're reviewing interactions that came into your team's queue and see abandoned interactions that seem like they were queued for much longer than normal, the natural question follows: "What was everyone doing when we had an opportunity to serve this customer better?"

Brightmetrics' Team Activity Feature allows you to answer these types of questions by showing each agent's activity while interactions were living in the queue, and color coding the bars that depict the duration of each agent's status based on their activity type during that time.

Here we can see a call with an unusually long queue time:

Here's how you can use this information to further research your team's activity.

How to access the Team Activity view

The Team Activity feature can be seen on any Cradle to Grave report where a caller is routed through a group or queue. Paths to access it include:

• Dashboard > Drill through details > Cradle to Grave (C2G)
• Real Time Dashboard > Real Time Agent Status Timeline > Cradle to Grave (C2G)
• Reports > Summary Report > Details > Cradle to Grave (C2G)
• Reports > Detail Report > Cradle to Grave (C2G)

To access via a detail report:

1. 1

   Click on the record you want to see the Cradle to Grave view for.

2. 2

   Click on the group or queue leg of the call. This will be the leg with the gold cap in the upper right.

3. 3

   Click the Team Activity option.

   

Once in this view, you'll see the list of agents. Hover over the details next to an agent to see a popup of their activity during that time, or click on those details to open them in a new Cradle to Grave. With this information, you can better determine the strengths and opportunities of your team.

We hope the Team Activity Feature gives you unique insights to help you better manage the activities of your team.

Questions or feedback? Please email us at support@brightmetrics.com.