To view agent activity, hover the left sidebar, select “Users”, and then select “Agent Activity” from the dropdown.
Here, statistics for conversion rate, average script time, as well as running counters for the amount of times an agent has used the question or objection handler during a call, can be seen.
To view recent calls for each agent, click the 3 bars on the right hand side.
To view the call summary for a specific call, select the call from the list and the view will expand. To view older calls, use the page numbers below the call summary.
At the top of the screen, there is also a search function to search for specific agents, as well as dropdowns to filter by team, as well as live, training, and live + training reps.