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March 11, 2022

We are excited to provide you with an overview of the long-awaited features included in Buzzeasy as part of our 7th release of 2022.

Agent Performance Dashboard​

Agent performance dashboard allows the agent to view their statistics and improve their performance based on them.

Available statistics​

  • The agent Performance tab
    • Shows handled tasks today
    • Shows average handling time today
    • These are split per media type: Voice, Messaging, Webchat, and Email
  • Queue stats tab
    • Shows your queues, if your supervisor assigned a queue to your team.
    • Shows tasks waiting in the queue right now.
    • Shows tasks accepted from the queue today.
    • Shows tasks abandoned in the queue today.
    • Shows SLA value right now, if your supervisor configured it for you. By default, this is set to 0 (disabled).
    • Shows the longest call waiting duration right now.
  • Teams tab
    • Shows the teams you are part of.
    • Shows agents logged in, on break, or busy, including yourself. The Agent Performance Dashboard also features a favorite tab, you can add items to your favorites tab by simply clicking the star icon for whichever item you want to add. These statistics reset at midnight based on the timezone configured by your supervisor under the Reporting offset section.

Additional functionality​

  • You may collapse or expand the Agent Performance Dashboard.
  • Upon refresh or logging out and then back in, the Agent Performance Dashboard will remember your previous choice as well as your favorites.
  • These preferences are kept in a browser session and are not tied to your agent account, for example, logging into private mode will not keep your preferences, such as the state of your Agent Performance Dashboard or favorites, however, your statistics will always be available to you.
  • Today metrics refresh every 7 seconds.
  • Now metrics refresh every 5 seconds.

In case you missed it, we prepared a walkthrough video of the Agent Performance Dashboard. Watch it here.

Other changes​

  • Profile picture of the agent is now displayed within the Agent Application. To change your profile picture, simply change your profile picture within your Microsoft Teams account. This picture is not displayed to the customers you are interacting with.