Summary landing page

After logging in, the Agent Desktop displays the Summary landing page. This page includes a menu bar and several tabs that enable the agent to quickly access relevant information.

The available tabs include:

  • Summary

  • Follow Up

  • Training

  • Nina Coach

    Note: You can view the Nina Coach tab only when it is enabled.

Summary tab

The Summary tab provides real time data with updates occurring every ten seconds.

This section includes the following metrics:

Metric Description
Agent Availability Summary

It provides details on the Business Unit, Agent Group, Chats in Queue, Total number of Agents Available, and Chat Slots.
Agent Metrics It provides an overview of the Agent Metrics, such as Logged in Time Metrics, Volume, Efficiency, and Utilization. Agents can filter the data to view site-specific information.

Agent Availability Summary

The following table outlines the components of the Agent Availability Summary page.

Component Description
Business Unit / Agent Group

Displays the name of the customer and the Agent Group. For example,

  • Customer name: BestBrands

  • Agent Group: BB-Chat
Chats in Queue

Displays the number of engagements in the queue for each Business Unit or Agent Group waiting for an agent to be available.
Agents

Displays the number of logged-in agents, their available status, and total. It includes:

  • The number of agents logged in to Agent Desktop and in available status.

  • The number of all agents logged in to Agent Desktop regardless of their agent status.
Chat Slots

Displays the number of slot(s) that are Busy, Free, and Max. It includes:

  • The number of slot(s) with an active engagement, between all agents logged in.

  • The number of available slot(s) between all agents logged in.

  • The maximum number of slot(s) between all agents that are logged in to Agent Desktop.

    Note: The number of slots depends on the number of agents logged in to the Agent Desktop and their individual capacity.

Agent Metrics

Agents have the ability to view performance metrics in real time.

This section includes:

  • Efficiency metrics— Initial response time, Handle time, and so on.

  • Volume metrics— Conversions, Units sold, and so on.

Note: Nuance recommends you to display up to five metrics.

The following standard metrics can be configured to be displayed in the Agent Metrics table through the Portal at the Agent Group level. These are common metrics that are not necessarily used by all programs.

Metric Type Metric Name
Efficiency Chat Handle Time
Chat Handle Time SLA %
Average Disposition Time
Average Initial Response Time
Initial Response Time Within SLA (%)
Logged in time Logged in Time
Times on Busy Per Login
Total Busy Time
Utilization Chat Slots Availability
Chat Slots Utilization
Chats per Labor Hour
Sales per Labor Hour
Cumulative Labor Utilization
Volume % Ended by Customer
Assisted %
Average Order Value
Conversions
Conversion %
Request Assigned
Units Sold
Units Per Conversions

Follow Up tab

The Follow Up tab provides asynchronous functionality that enables agents to manage and view engagements that are placed in the follow-up status, when additional research or processing time is necessary.

With the Follow Up tab, agents can keep track of all outstanding engagements, set reminders for themselves, and update their status as required.

Note: Refer to the Agent Desktop Asynch Follow Up learning guide for additional information.

Training tab

The Training tab enables an agent to access the project script library and the Custom Scripts (if enabled in the project) to review script menus, structure, and script lines to strengthen the script knowledge.

The Training tab script library is a copy of the production script library in the menu structure and script lines.

It includes the following script sub-tabs:

Sub-tab Description
System It provides the project script lines in Agent Desktop that are available to all agents.
Custom It provides the script lines each agent can develop in the Agent Desktop that are only available to that specific agent.

Nina Coach tab

The Nina Coach tab enables an agent to access the project intent scripts. The purpose of this tab is to enable the agent to develop the knowledge of intent content.

Note: The content of the Nina Coach tab is automatically updated when the content is updated in production. This tab is only visible if the Agent Group supports Nina Coach.

Customizing Summary landing page

Agents can customize the Summary landing page by resizing the Metrics title and Agent Metrics windows based on their preferences.

To resize an existing window:

  1. Left-click on the window divider.

  2. Drag the window divider (left or right) to the desired size.