The T-Metrics Real-Time Agent Monitor or TRAM is a new service offered by T-Metrics that writes real-time data about agents and skills into a SQL database. Because the tables for TRAM are actually inside the same database used by TCAT and historical data is not kept by TRAM, the extra storage required will be minimal.

 What do we mean by real-time data?

 Each time there is a change in an agent’s or a skill’s information, a message is sent from the ACD Controller to all listening modules, including TRAM.  TRAM takes that message and checks to see if this skill or agent is already in the database. If so, it performs an UPDATE with the new information. Otherwise, TRAM creates a new record for this agent or skill. There will never be more than one record for each agent or skill.

 What can you do with this data?

 By placing this information in a SQL database, we have made this information accessible to outside workforce management applications, custom applications, custom web pages/portals, and more. Anyone with access to the SQL database can take the data and create a display or perform new calculations to suit any call center’s needs.

 With the provided sample webpages, a user can view the same data seen by a supervisor without logging on to an agent or monitor module but simply navigating to a webpage on any browser. 

 In addition to all the information shown in the monitor module or the expanded view for a supervisor, each day TRAM tracks the total time an agent has been available or in an unavailable working status, all set by customer in a configuration file, so measuring adherence is a breeze.

Details about agents or skills can be seen by clicking the “Details” link in the right most column of each row. This page will show the unformatted view of every column in the agent table for this agent or every column in the skill table for this skill.

The main view for the skills is similar to what is seen in the agent module, but remember, these are only samples. With a bit of creativity, you can create some very interesting views.  

In addition to data grids, the data can be used in graphical displays as seen in the following images.

Agent tagging allows users to follow the actions of selected agents with bubble forms. Specifically, these activities include change in position status, change in phone state, and threshold crossing.

Settings for Agent Tagging are very straight forward and can be found in Edit -> Settings -> Bubble Forms. First, choose the individual you would like to  tag, then you can choose among the actions “Changes Position Status”, “Changes Phone State”, and/or “Crosses a Threshold”. Users can choose as many or as few actions as they please.

To quickly change these settings, you may click on an agent and the button Check All if you would like to be notified of all of this agent’s actions or Check None if you no longer wish to be notified for this agent.

Clear Tagging for All Agents allows the user to clear all settings that are currently in place for agent tagging.

The action “Crosses a Threshold” refers to an agent spending more than the allotted time in a certain phone state or position status. The assigned timeframe is set by an administrator in the controller for each skill and position status.