Following are some of the prominent use cases of Real Time Monitoring (RTM) Screen:

• Monitor aggregated the live team availability status and states for the entire team.

• Supervisors can identify agents in idle state in business hours and can assign cases to idle agent.

• Supervisors can check how long agents are in unproductive status and take appropriate actions.

• Supervisors can see how long the agents are in their current state for example On Call, On ACW, Working on a case and guide if agents are taking too long in a particular state.

• Identify cases which can result into escalation and intervene before turning into escalations to improve CSAT.

• Continuously listen to live calls of newly onboarded agents and coach them by whispering instructions in live call.

• Take over the call in case negative sentiment is detected in the call based on customer sentiment and verbiage. 

• Live Monitor the cases / conversations on which agent is working. Further supervisor can guide, take over the conversation in case of an escalation.

• Live On call case evaluation - coach agent by whispering in live call. Take control over the call if the situation is going out of hand.

• Visibility of the skills, channels and queues team is associated with to effectively map incoming cases and campaign leads with appropriate agents / teams

• Supervisor can audit and evaluate individual agent activity to identify agents' areas of strength and weakness. Based on the analysis supervisor can assign relevant courses, 1-1 coach agent and further track the agent's progress on lagging metrics.

• Monitor the current assignments of agents to identify workload on team members

• Supervisor has an autonomy to move agents to productive status in case of a high influx of customer queries, complaints etc. This gives control to the Supervisor to determine the staffing of agents. Supervisors can ensure required number of agents are available for staffing

• Edit and Add Skills of agents on the go based on influx of the case traffic and the leads available for dialing

• Supervisor has access to detailed audit activity of the agent. This information promotes trust and accountability across agents.

• Supervisor can efficiently evaluate agent KPIs and agents productivity reports in Agent 360 snapshot. This view saves supervisor time to evaluate agents and can utilize that time to personally train them.

• Get a filtered view of agents based on channel, location, skills, current status, manager, team, queue and campaign 

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