Overview: Team View workspace
(Edify App)
This article provides an overview of the Team View workspace in Edify App.
In this article
Overview
The Team View workspace is where you see real-time activity for all teams that you are a member of.
Through the Team View workspace, you can review coworkers’ activity, daily performance, and queues logged into.
In the Team View workspace, you can also see:
Agent status
Queue assignment by agent
Interactions being managed by each agent.
There are also several different filters available for you to quickly change your view of the team. This is how you can easily see and compare agent data across your team.
This workspace is only available to queue users that have the correct Team View user permissions enabled in Console. This means that not all users have access to this workspace. Additionally, if you’re a Team View manager, there are additional features available to you. To gain access to these additional features, you need the Team View Admin setting enabled under your user settings in Edify Console.
To access this workspace, click the performance dashboard workspace icon on the left hand navigation bar.
Visual breakdown
Team View
A. Agent card: The agent card displays a roll up of data about that specific agent, or queue user. This gives you access to quickly see the user’s performance for the day. Each card is organized into three tabs: Interactions, Queues, and Stats.
B. Refresh: 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.
C. Teams: The teams menu is where you select which of your assigned teams that you want to monitor.
D. Filter By Status: The Filter By Status menu is where 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’, and ‘Offline’.
E. Switch All Agent Tabs: The Switch All Agent Tabs menu is where you update the agent cards for all members of the selected team to display the same tab. This makes it so you don’t have to update each card manually. The menu options include: ‘Interactions’, ‘Queues’, and ‘Stats’.
F. Stat Hide/Show: The Stat Hide/Show menu is where you define the statistics that are displayed in the Stats tab of the agent card. Refer to the following list for a description of each of the menu options.
a. Select All: The Select All option either selects all or unselects all of the statistical options listed in this menu.
b. Total Interactions: The Total Interactions option, when selected, displays the user’s total number of interactions that they completed for the day.
c. Total Phone: The Total Phone option, when selected, displays the total number of inbound and outbound phone interactions that they completed for the day.
d. Total Messaging: The Total Messaging displays the user’s total number of inbound and outbound messaging interactions that they completed for the day. These include both web chat interactions and SMS interactions.
e. Total Task: The Total Task option displays the user’s total number of inbound and outbound task interactions that they completed for the day.
f. Total Phone Inbound: The Total Phone Inbound option displays the user’s total number of inbound phone interactions that they completed for the day.
g. Total Phone Outbound: The Total Phone Outbound option displays the user’s total number of outbound phone interactions that they completed for the day.
h. Total Phone Voicemail: The Total Phone Voicemail displays the user’s total number of voicemail interactions that they completed for the day.
i. Total Messaging Chat: The Total Messaging Chat option displays the user’s total number of web chat messaging interactions that they completed for the day.
j. Total Messaging Text: The Total Messaging Text displays the user’s total number of inbound and outbound text (SMS) messaging interactions that they completed for the day.
k. Call Inbound Avg Time: The Call Inbound Avg Time displays the user’s average time interacting for inbound phone interactions that they completed for the day.
l. Call Inbound Max Wait: The Call Inbound Max Wait displays the user’s number of interactions that reached the allowed maximum wait time while attempting to connect to the user.
m. Total Phone Answered: The Total Phone Answered option displays the user’s total number of answered inbound phone interactions for the day.
n. Call Inbound Avg Wait: The Call Inbound Avg Wait option displays the user’s average wait time for inbound phone interactions to be accepted for interactions managed for the day. This time is made up of the total time the interaction spends waiting to be connected to the user once the interaction has been created in the queue.
o. Total Call Talk Time: The Total Call Talk Time option displays the user’s total talk time for all inbound and outbound phone interactions that they completed for the day.
p. Average Handle Time: The Average Handle Time option displays the user’s average amount of time for managing all inbound and outbound interactions that they completed for the day. This time includes both the time connected and interacting with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
q. Average Handle Time Phone: The Average Handle Time Phone option displays the user’s average amount of time taken to manage inbound and outbound phone interactions that they completed for the day. This time includes both the time connected and interacting with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
r. Average Handle Time Messaging: The Average Handle Time Messaging displays the user’s average amount of time to manage all messaging interactions that they completed on the day. These include web chat and SMS interactions. This time includes both the time connected and interacting with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
s. Average Handle Time Phone Inbound: The Average Handle Time Phone Inbound displays the user’s average time taken to manage only inbound phone interactions for the day. This time includes both the time connected and interacting with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
t. Average Handle Time Phone Outbound: The Average Handle Time Phone Outbound displays the user’s average amount of time to manage all outbound phone interactions that they completed on the day. This time includes both the time connected and interacting with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
u. Average Handle Time Messaging Chat: The Average Handle Time Messaging Chat displays the user’s average amount of time to manage web chat interactions they completed for the day. This time includes both the time connected and interacting with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
v. Average Handle Time Messaging Text: The Average Handle Time Messaging Text displays the user’s average amount of time to manage all inbound and outbound SMS interactions that they completed for the day. This time includes both the time connected and interacting with the customer as well as the time taken to wrap up, disposition, and complete the interaction.
G. Search User Name: The Search User Name field is where you search for a specific team member by name.
Agent card
Once assigned to a Team, your card is available in Team View for both you and your team members to review. The card displays real time performance data for that day, like the interactions you're managing, the queues you're logged into, and your status. Additionally, the card displays your real time metrics for all the interactions you’ve managed for the day.
Lastly, the agent card is also where you can quickly communicate with a person on your team right from Team View. And, if you're a manager, you have access to a few more settings to better manage your team.
Agent statuses
A. CX Status: The CX Status indicator displays the team member’s Queue workspace availability. Color key: red = “CX Status Off”; green = “CX Status On”. This indicator is always viewable when looking at any tab of the card.
B. User status: 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.
Contact menu
The contact menu is where you can quickly contact team members through Team View. This menu provides you access to quickly calling or chatting with your team members. Open this menu by clicking the kebab menu in the top right corner of an agent card. Once this menu is open, all team view members have access to using the Chat and/or Call buttons. Team View Admins have additional settings available in this menu.
A. Contact menu: The contact menu is where you create a direct line of contact with the user whose card you are reviewing. Your contact options include ‘Chat’ and ‘Call’.
a. Chat: Click the Chat button to create a new or open an existing direct message channel between yourself and the selected user in the UC Chat workspace of Edify App.
b. Call: Click the Call button to create an outbound call to the selected user. When using this option, the call is created on the device that’s defined by your App Click To Call setting under Call Settings in your profile.
Interactions tab of the agent card
The Interactions tab displays all the interactions that the selected user is currently assigned to manage. This means you can see when an interaction is assigned to a user as well as review some quick details about that interaction, like the status changes for it. This tab is updated in real time, so you can watch the interaction’s status change, time active, and more.
A. Active interactions: The active interactions list displays all inbound and outbound interactions that the selected user is actively managing. Each interaction displays this information: communication type, subject, status, and creation time of each interaction. This is a scrollable area in case the user is managing more interactions than can fit within the viewing space.
B. Interaction counts: The interaction counts display the number of inbound and outbound interactions, based on subcommunication type, that the user is currently managing.
Queues tab of the agent card
The Queues tab displays all the queues that the user is assigned. Also, this is where you and your team members can quickly see which queues your team members are logged into. Team View admins have additional settings available in this tab.
A. Access: The Access column is where you see all of the queues that the user is assigned. This means that the queue user has been given access to all of the queues in this list and can log into or out of any of the queues listed here.
B. Time: The Time column is where you see the duration for how long the queue user has been logged into the corresponding queue. If the user is logged into a queue, that queue is marked by the time of login. For example, in the image above, Bennie is logged into the ‘Billing 1’ queue and has been logged in for five days. He isn’t logged into either the ‘Support 2’ or ‘Support 1 - Call Recording Enabled’ queue. However, he does have access to these queues, so he can log into any one of these queues when needed.
Stats tab of the agent card
The Stats tab is where you see real time metrics for the selected user. These metrics reflect the user’s performance for the interactions they managed on that day. To make it easier to catch important data, you can color code each stats box to a theme of your choice. For example, you could set this color key for your team: Color key: red = not meeting SLA settings, yellow = very close to not meeting targets, and green = positively trending.
A. SLA statistics: The SLA statistics area is where you scroll through and review the selected user’s performance for each of the statistical reporting options. Each statistic is also impacted by the SLA settings for the selected team, which is defined by your administrator in Console. There are several statistics available to display here. Refer to the Stats Hide/Show definitions above for details about each of these stats.
Team View for managers
Edify managers have access to all of the standard features of Team View. However, there are some additional features available to managers that have the appropriate Team View manager settings enabled.
A. Contact menu: Open the contact menu by clicking the kebab menu button in the top right corner of an agent card. The menu options for Team View Admins include: ‘Chat’, ‘Call’, and ‘CX’.
a. Chat: Click the Chat button to create or open a direct message channel between yourself and the selected user in chat.
b. Call: Click the Call button to create a direct call to the selected user through your softphone.
c. CX: Click the CX toggle to enable (CX Status On) or disable (CX Status Off) the user’s CX Status. Disabling the user’s CX Status force logs the user out of all queues they are logged into. Enabling the user’s CX Status logs them into all queues they have auto login enabled for.
B. Queue Login/Logout menu: The Queue Login/Logout menu is where you can either log the user into or out of a queue. This menu displays either ‘Login’ or ‘Log out’, and changes based on the action that is available for the user at that time. For example, Bennie Franks is not logged into the ‘Support 2’ queue, so the menu option that’s available is “Login.”