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Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

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Overview

Live Insights now offers a Team and a Locations tab with filtering options that helps to oversee the management of teams and agents. Each tab shows the size and occupancy of each result.

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Use and Impact

Customers assign staff to their queues from various sites/BPOs, which complicates tracking the real-time performance of their agents for administrators. They lack visibility into agent behaviors, outages, and staffing levels across different geographic locations. Additionally, supervisors are sometimes required to provide hourly updates on agent status (active, on lunch, etc.), necessitating an easy method for accessing this information. The additional teams and location tabs in insights manager make the administrators task of managing their teams across various locations easier and more efficient.

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How It Works

Supervisors can track the following:

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Live Insights

  • Team Tab
  • Locations Tab

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Procedure

The administrator can see a list of agents after they have clicked into a particular queue, then selected Performance from the left-hand panel and clicked into the Agents icon on the right-hand panel. They can further oversee results by performance metrics of the current day and filter both the agent list and metrics by any of the following attributes:
  1. Agent Name
  2. Location
  3. Team
  4. Status

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Management Capabilities

Filtering by location Each location provides updates of performance and agents names. Filtering by site Each administrator can provide an hourly update of how many agents are active, on lunch, or in a different state as well as view corresponding metrics

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Feature Configuration

All information on which location and teams an agent belongs to is sourced through the SSO integration with ASAPP. Customers that require any changes to the data should change the respective attribute being passed to ASAPP. Please contact your ASAPP representative for further information.