Agent Timeline Detail view
Los siguientes permisos:
- ui > supervisorAgentDetails > view
- directory > user > view
- analytics > userDetail > view
To view the interactions portion of the timeline:
- analytics > conversationAggregate > view
- analytics > conversationDetail > view
To select the metrics, require one of the following:
- analytics > userAggregate > view
- analytics > conversationAggregate > view
The Agent Timeline Detail view provides a detailed visual representation of the conversations handled by the agents. This view enables the supervisors to gain increased visibility into the activities of the agents. The supervisors can see how the sequence of voice conversations handled by the agents is interwoven with the overlap of multiple simultaneous digital interactions.
By default, this view provides details about primary status, secondary status, routing status, and various interactions such as voice, callback, chat, email, and message.
To view the agent timeline details:
- Haga clic en Rendimiento > Espacio de trabajo > Centro de contacto > Rendimiento del agente.
- From the Agents Performance Summary view, click an agent name. The Agent’s Performance Detail view displays.
- Click the Timeline tab. The Agent Timeline Detail view appears.
Para ver los datos más actuales, haga clic en Actualizar .
To save the view, click Save View .
You can zoom in and out of the time range in the timeline. For example, you can see that the 9–10 PM time interval on March 3rd is selected in the date picker. However, the timeline is zoomed in to just before 9:15 and just after 9:45 PM. If you zoom out, you can see the whole hour from 9 to 10 PM. If you have zoomed in to shorter than an hour, you can scroll horizontally to the 9:00 PM boundary to the left and the 10:00 PM boundary to the right.
To zoom in and out in the Windows OS system, you can hold the Control (Ctrl) key and scroll with your mouse or trackpad. To scroll horizontally in the Windows OS system, you can use a trackpad.
To zoom in and out in the Mac OS system, you can hold the Command (CMD) key and scroll with your mouse or trackpad. To scroll horizontally in the Mac OS system, you can hold the shift key and scroll with your mouse or trackpad.
- The timeline does not show any results for primary status, secondary status, or routing status if the agent has had long periods of inactivity.
- You can view data only for up to seven days.
- If the number of interactions within the selected time range is more than 200, a warning message is shown at the top and a link is given to the Agent Interaction Details view page.
Personaliza la vista
To show only specific data, customize the agent timeline detail view. For example, you can choose to view only certain metrics or filter to see certain types of interactions.
Para personalizar las vistas de análisis, utilice el filtro de fechas.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 7 days.
Para usar un ajuste preestablecido para filtrar métricas, complete los siguientes pasos:
- Para mostrar el filtro de fechas, haga clic en la fecha.
- En la lista Preestablecidos, seleccione una opción de fecha preestablecida.
Ajustes preestablecidos de fecha
| Preajustes | Descripción |
|---|---|
| Intervalo actual | Muestra datos para el período de tiempo actual de 30 minutos. |
| Hoy dia | Muestra datos para el período de tiempo que incluye el intervalo actual. |
| El dia de ayer | Muestra datos del día anterior. |
| Esta semana | Muestra datos para un período de tiempo de domingo a sábado. |
| La semana pasada | Muestra datos de la semana anterior, de domingo a sábado. |
| 7 días anteriores | Muestra datos de los siete días anteriores. |
| Intervalo | Muestra datos durante un período de tiempo de 30 minutos. |
| Día | Muestra datos para un solo día de 24 horas. |
| Semana | Muestra datos para un período de tiempo de domingo a sábado. |
Para usar un rango de fechas personalizado para filtrar métricas, complete los siguientes pasos:
- Haga clic en la fecha para mostrar el filtro de fecha.
- Seleccione una fecha de inicio y una fecha de fin en el calendario y haga clic en la flecha de filtrado .
Para ver los datos de un período de tiempo diferente utilizando los mismos ajustes preestablecidos de fecha, haga clic en las flechas a cada lado de la visualización de la fecha. 
Por ejemplo, para ver los datos del día anterior, haga clic en el Día preset y luego haga clic en la flecha en el lado izquierdo de la fecha.
Para ver los datos de una zona horaria diferente utilizando las mismas fechas preestablecidas, en el menú desplegable Zona horaria, seleccione la zona horaria deseada. Puede crear y guardar informes con la misma zona horaria seleccionada.
To filter the interactions by media type:
- Click the Filter icon
. - Seleccione el tipo de medio.
The interactions are filtered based on the chosen media type.
To select the metrics for the summary row:
- Click Select Metrics.
- Select the required metric categories such as Count-based, Percentage-based, and Time-based.
- Choose the required metric. For more information about the available metrics, see the Agent Timeline Detail view section in the View available columns in performance views by category article.
Note: You can choose up to 12 metrics. - Click Add. The selected metrics are displayed.
To view the consolidated list of available metrics in the performance views, see Consolidated view of available columns in performance views.
To show or hide the timeline rows:
- Click Select Rows. The Select Rows pop-up window appears.
- Select the required rows such as Primary Status, Secondary Status, Routing Status, and Interactions.
- Click Confirm. The selected rows are displayed on the left side.
To show or hide the interaction list, click Show Interactions List.
All the interactions for the chosen date range are listed on the right side.
To view more details about any interaction, click on the required interaction. You are directed to the interaction details view page.
