The Home area

Depending on the system configuration, the Home area is available in the main menu. This area can be selected via the home icon on the left or – if configured – displayed automatically after login.

The concept of the Home area is to provide information and an overview of key performance indicators. It is divided into the three sub-areas Mail, Chat and Call and lists these figures for the respective fields. In the drop-down menu above, the period is chosen to which the figures refer (today, yesterday, this/last week, this/last month). Clicking on the counts displays the corresponding process in a search result list.

Mail

  • Delivery Failure:
    Number of mails that could not be delivered.
  • Resubmissions:
    Resubmitted mails that had their due date the day before or earlier, and are now in the agent’s inbox.
  • 2nd level-Inquiry:
    Number of mails for 2nd-level inquiry (see chapter External Inquiries)
    • Mail of oldest inquiry received on:
      Time of reception of the mail with the oldest inquiry. This information will only be displayed if that mail has been assigned the status “inquiry”.
    • Oldest inquiry sent on:
      Time when the oldest inquiry was made. This information will only be displayed if the mail is in status “inquiry”.
  • 2nd level-Forward:
    Number of mails in the folder 2nd level-Forward (see chapter Folders).
  • Answered (excluding phone tickets) and (only phone tickets):
    Number of replied mails
  • W/o replyexcluding phone tickets) and (only phone tickets):
    Number of closed mails

As soon as any an entry in Delivery Failure, Resubmissions, 2nd-level Inquiry or 2nd-level Forward takes a value > 0, the respective entry will be highlighted in red. Setting the configuration parameter Configuration –> Workflow Settings –> Send reminder message on ext. inquiries after [hours] will cause the entry for 2nd-level inquiry to appear in red only after the configured time has elapsed.

Chat

  • Accepted:
    Number of chats accepted
  • Not accepted:
    Number of chats not accepted
  • Forwarded chats:
    Number of forwarded chats
  • Average chat duration:
    Average amount of time that the agent has spent in a chat
  • Total chat duration: The total chat time of the current agent.

Call

  • Accepted:
    Number of calls accepted
  • Not accepted:
    Number of calls not accepted
  • Ring time: incomming/outgoing and full/avarage
  • Call duration: incomming/outgoing and full/avarage
  • After work time: incomming and and full/avarage 
  • Time since last call 

Session

This area shows information about login-times of the agent. This includes:

  • Time since last login
  • Break time
  • With work time breaks
  • Without work time breaks

Text modules

Changes to text modules can also be displayed there in an aggregated fashion. In order for a text module to be listed it needs to meet the following two criteria:

  1. It has been marked for display in the Home Area in the novomind iAGENT Supervisor.
  2. It has been assigned to a category that the agent logged-in has edit rights for.
  • The latter holds if the agent is permitted to access a category either based on their group assignment or based on their category assignment for manual routing. Text modules shown based on the agent’s group assignment are additionally listed in bold. The duration of display can be configured freely in the novomind iAGENT Supervisor.
  • When leaving the Home view one always needs to return to the screen from which the Home view had been accessed: Mail, Chat or Call. With an incoming or presently active chat, novomind iAGENT Chat can always be accessed directly, regardless of which screen the Home view was invoked from.