Overview: Team View
(App)

App > Team View > Overview: Team View (App)

This article provides an overview of the Team View workspace in App.

Overview

Team View lets you see real-time activity of your coworkers on teams that you are a part of. You can see the following details:

Queue status
User status
Enabled queues
Interaction activity
Queue assignment by agent

Click on the Team View button (timer icon) to access Team View.

Users must have the Team View User Permission enabled in Console to access Team View. See Overview: User Permissions container (Console). Users must be part of a team to view coworkers’ real-time activity and must have the Show in Team View toggle enabled in Team Views in Console for their own info to be visible in Team View in App.

If a user has Team View Admin enabled in the Queue container in Users. They can also log queue users in and out of queues, and change their CX Status.

Team View breakdown

Teams (A)

Use the Teams dropdown to select which team to monitor. Only your assigned teams are available in the Teams dropdown.

Filter By Status (B)

The Filter By Status menu lets you filter the agent cards down to only show the team members whose user status and/or CX Status match the status combination defined in this menu. The menu options include:

All
Available
Available and CX Status on
Available and CX Status off
CX Status on
CX Status off
Away
Busy
Not Offline
Offline

Switch All Agent Tabs (C)

The Switch All Agent Tabs menu lets you choose the tabs for all of the agent cards so you don’t have to update them individually. The menu options include: Interactions, Queues, and Stats.

Stat Hide/Show (D)

The Stat Hide/Show menu is where you define which statistics (stats) are displayed in the Stats tab of the agent cards. All the statistics displayed use data for interactions created on the current day. These stats won’t show interactions created on a previous day and then completed on the current day. Again, this tab will only show stats for interactions created on the current day.

The following options are available:

Select All - The Select All option either selects all or deselects all options in this menu.
Total Interactions - Displays the total number of interactions the user has managed.
Total Phone - Displays the total number of inbound and outbound phone interactions the user completed.
Total Messaging - Displays the user’s total number of inbound and outbound messaging interactions (web chat and SMS) they user completed.
Total Task - Displays the total number of inbound and outbound task interactions the user completed.
Total Phone Inbound - Displays the user’s total number of inbound phone interactions the user completed.
Total Phone Outbound - Displays the total number of outbound phone interactions the user completed.
Total Phone Voicemail - Displays the total number of voicemail interactions the user completed.
Total Messaging Chat - Displays the total number of web chat interactions the user completed.
Total Messaging Text - Displays the total number of text (SMS) messaging interactions the user completed.
Call Inbound Avg Time - Displays the average time the user spent managing each inbound phone interaction.
Call Inbound Max Wait - Displays how many of the user’s interactions reached the set Maximum Wait time.
Total Phone Answered - Displays the total number of inbound phone interactions the user answered.
Call Inbound Avg Wait - Displays the total time the interaction spends waiting to be connected to the user. Once the interaction is created.This includes the time it takes for the call to be routed to the user and the time it takes for the user to accept the interaction.
Total Call Talk Time - Displays the user’s total talk time for all inbound and outbound phone interactions they completed.
Average Handle Time - Displays the average amount of time the user spent managing all inbound and outbound interactions of all types. This includes the time spent connected with the customer and the time taken to wrap up, disposition, and complete the interaction.
Average Handle Time Phone - Displays the average amount of time the user spent managing inbound and outbound phone interactions. This includes the time spent connected with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
Average Handle Time Messaging - Displays the average amount of time the user spent managing all messaging interactions (web chat and SMS). This includes the time spent connected with a customer as well as the time taken to wrap up, disposition, and complete the interaction.
Average Handle Time Phone Inbound - Displays the average amount of time the user spent managing inbound phone interactions. This includes the time spent connected with a customer as well as the time taken to wrap up, disposition, and complete the interaction.
Average Handle Time Phone Outbound - Displays the average amount of time the user spent managing all outbound phone interactions. This includes the time spent connected with a customer as well as the time taken to wrap up, disposition, and complete the interaction.
Average Handle Time Messaging Chat - Displays the average amount of time the user spent managing web chat interactions. This includes the time spent connected with a customer as well as the time taken to wrap up, disposition, and complete the interaction.
Average Handle Time Messaging Text - Displays the average amount of time the user spent managing all inbound and outbound SMS interactions. This includes the time spent connected with a customer as well as the time taken to wrap up, disposition, and complete the interaction.

Search User Name (E)

The Search User Name field is where you search for a specific team member by name.

Refresh (F)

The refresh button gives you the ability to perform a hard reload to refresh the page. This ensures any updates made while reviewing the team view page are currently displayed.

Agent card (G)

The Agent Card displays concentrated data about the specific queue user. This lets you quickly see the user’s performance metrics. Each card is organized into three tabs: Interactions, Queues, and Stats.

Agent card breakdown

CX Status (A) - The CX Status indicator displays the team member’s Queue workspace availability. Color key: red = “CX Status Off”; green = “CX Status On”.

User status (B) - The user status displays the team member’s name followed by their user status and the duration of that status. Color key: red = ‘Away’, orange = ‘Busy’, green = ‘Available’, and white = ‘Offline’. If the user has set a custom message, that message is also displayed here in the corresponding status color. This information is always viewable when looking at any tab of the card.

Interaction Count (C) - The Interaction count displays the number of inbound and outbound interactions the user is managing, organized by subcommunication count.

Contact menu (D) - The contact menu lets you quickly chat with or call one of your coworkers. Click the tri-dot icon to reveal the following options:

Chat - Click this to start a direct message with your coworker. If you already have a direct message with the coworker it will automatically open.
Call - Click this to create an outbound call to the coworker.

Interactions (E) - The Interactions tab lists all interactions the user is managing. It displays the interaction type, subject of the interaction, interaction’s status, and the amount of time the interaction has been active.

Queues (F) - The Queues tab lists all the queues the user has access to. It also shows how long a queue user has been logged into a queue. If a queue doesn’t have a time listed next to a queue, it means the user is not logged into that queue.

Stats (G) - The Stats tab lists the user’s performance metrics for interactions created on the current day. These stats include: the number of total interactions completed and the number of completed interactions by interaction type for all interactions on the current day. This means that this tab won’t show data for interactions handled today but were created on a previous day For example, if the interaction was handled on the current day of October 25th, 2023, but the interaction was created on October 20th, 2023, that interaction won’t be included in these stats.

Team View Admin

Team View Admin gives users the ability to log queue users in and out of queues, and change their CX Status.

Enable Team View Admin

Log in to Console at console.avaya.cx.
Navigate to the Queue container in Users (Console > Account > Users > [User] > Queue container).
Enable the Team View Admin toggle.