Reporting on Supervisor Actions
Updated
You can create reporting widgets to gain insight into actions performed by supervisors across agents, queues, and campaigns. These widgets help you identify who performed an action, which agent or operational object was affected, the type of action performed, and when the action occurred.
You can report on activities such as:
Changes made to agent properties
Macros applied to agents or other supported assets
Listen, Whisper, and Barge In monitoring actions
Changes made to queue configurations
Agent availability, status changes, and logout activity
Reports Used for Supervisor Actions
Supervisor-action data is available through Service Analytics reports. Select the report that corresponds to the activity you want to analyze.
Supervisor activity | Report |
Agent or user updates | Agent Change Log Report |
Macro usage | Generic Macro Usage Report |
Listen, Whisper, and Barge In actions | Whisper Barge-In Report |
Queue changes | Queue Audit Report |
Agent availability and status activity | User Availability Status Report |
Create a Supervisor Actions Widget
1. Click the New Page (+) icon to open the Launchpad.
2. On the Launchpad, under Analyze > Reporting, click Care Reporting.
3. On the Reporting Dashboards screen, click Create Dashboard.
4. On the Create Dashboard window, enter the required details and click Create.
5. Next, add and configure a widget to monitor Supervisor Actions. For detailed steps, see the Widget Configuration in Reporting article.
While configuring the widget, consider the following points:
In the Data Source drop-down, select Service Analytics.
In the What would you like to plot on your widget? section, click Bulk Add Metrics/Dimensions. In the Select all Metrics and Dimensions window, select the report that corresponds to the supervisor activity you want to analyze.
The supported metrics and dimensions for the selected report are displayed in the right pane. Select the required metrics and dimensions, and then click Done.
Configure a User Updates Widget
Use the Agent Change Log Report to report on changes made to agents and identify who performed each change.
Recommended Configuration
Type | Field | Description |
Dimension | Modified Agent | Agent whose information was modified. |
Dimension | Modified By | User who performed the modification. |
Dimension | Category | Primary category of the change or action. |
Metric | Activity Count | Number of recorded actions or changes. Select Sum as the aggregation. |
For the complete list of supported fields, see Agent Change Log Report.
Configure a Macro Usage Widget
Use the Generic Macro Usage Report to report on macros applied to supported assets.
Recommended Configuration
Type | Field | Description |
Dimension | Macro | Macro that was applied. |
Metric | Macro Usage Count | Number of macro executions. Select Sum as the aggregation. |
Dimension | Agent | Agent associated with the macro execution. |
Dimension | Date | Date on which the macro was executed. |
Dimension | Asset Type | Type of asset on which the macro was executed. |
Dimension | Asset Name | Asset on which the macro was applied. |
For the complete list of supported fields, see Generic Macro Usage Report.
Configure a Whisper Barge In Widget
Use the Whisper Barge-In Report to report on monitoring actions performed during active interactions.
Recommended Configuration
Type | Field | Description |
Dimension | Date | Date on which the monitoring action occurred. |
Dimension | Monitor Initiated By | User who initiated the monitoring action. |
Dimension | Agent | Agent associated with the monitored interaction. |
Dimension | Monitoring Type (Whisper/Barge-in) | Type of monitoring action performed, such as Whisper or Barge In. |
Dimension | Monitor Start Time | Date and time when the monitoring action started. |
Metric | Monitor Initiated Count | Number of monitoring actions initiated. Select Sum as the aggregation. |
For the complete list of supported fields, see Whisper Barge-In Report.
Configure a Queue Changes Widget
Use the Queue Audit Report to report on changes made to queue configurations.
Recommended Configuration
Type | Field | Description |
Dimension | Work Queue | Identifies the work queue that was changed. |
Metric | Change Count | Displays the number of recorded queue changes. Select Sum as the aggregation. |
Dimension | Change Time | Displays the date and time when the queue change occurred. |
Dimension | Modified By | Identifies the user who made the change. |
Dimension | Queue Change Type | Identifies the type of change made to the work queue. |
Configure a User Availability Widget
Use the User Availability Status Report to analyze agent availability, status changes, login activity, and logout activity.
Recommended Configuration
Type | Field | Description |
Dimension | Logout Cause | Identifies the reason for the agent logout, such as Forced Logout. |
Metric | Count | Displays the number of logout records. Select Sum as the aggregation. |
Dimension | Date | Displays the date on which the logout occurred. |
Dimension | Force Logout By Supervisor | Indicates whether the agent was forcibly logged out by a supervisor. |
Dimension | Agent | Identifies the agent who was logged out. |
