The Session Details screen is a useful tool that allows interested parties, such as Contact Center Managers, to view details of an individual agent and their agent states during the course of a day.
Accessing the Session Details Screen
To access the screen, click the "Session Details" icon
in the "Agents" component of a dashboard.
You will need to have either Manager or Administrator access to see this icon.
The Main Status Bar
At the top of the screen is a coloured bar indicating the main status of the agent.
This will change colour according to the current status. In this example it is red, as the agent is in the state "Meeting", which is set as a Not Ready state.
There are also individual icons which will change colour to green if the agent is ready for particular types of interaction. This is dictated by both the current state, and the queues the agent has assigned to them.
Hovering over each icon will tell you the type of interaction.
Date Filters
By default, the Session Details screen shows the current day's data.
However, you can customise this filter using a selection of pre-defined date buttons.
Alternatively, press the Custom button on the right to select a specific date.
Timeard Rows
Typically, up to four Timecard rows will be seen.
These can be broken down as follows:
First Row: Main Timecard State
These are the states that the agent actually clicks on in the Agent Experience.
This is what the contact centre managers typically care about.
Second Row: Ready Timeline
This row simply shows whether the agent was "Ready" or "Not Ready"
Not Ready could be - they are already on a call, so are "Not Ready" for further interactions
Or they could have selected an actual Not ready state, such as "Lunch".
Third Row: Wall Timeline
This will show whether an agent was "Ready", "Not Ready" (due to being in a specific not ready state), or "Busy" (meaning they were handling an interaction.
This is mainly used for WFM (Workforce Management) purposes and is the same data we send to third party WFM providers.
Fourth Row: Intermediary States
This shows if an agent is involved in an interaction (eg "Talking"), or if they are on hold (for example an agent puts a call on hold).
Additional timecard rows may appear depending on the interaction, for example a call transfer, or concurrent omnichannel interactions.
State Summary (Piecharts)
At the bottom of the page, when State Summary is selected (which is the default) are two piecharts.
Timecard States Piechart
This is a breakdown of the Agent States - the states that an agent can actually select, regardless of any interactions that may take place. This is similar to the First Row above.
ReadyStates Piechart
This is a breakdown of simply Ready and Not Ready, regardless of any interactions.
For example, an agent could be not ready because they have selected "Lunch", or they could be not ready because they are handling an interaction.
This is similar similar to the Second Row above.
State Detail (Grid)
At the bottom of the page, when State Detail is selected, there is a grid with four columns.
Start Time
The start time of the state concerned.
User State Column
This displays the agent-selectable state, and also includes logged on / logged off.
Ready State
This is a breakdown of Ready / Not Ready state of the agent, regardless of any interactions.
For example, an agent could be not ready because they have selected "Lunch", or they could be not ready because they are handling an interaction.
Interaction State
This is a breakdown of the interactions an agent has handled at any point in the timeline.
See example below:
| Author: Mark Bowland |