Regal's real-time metrics provide immediate visibility into individual agent performance and productivity for both human and AI agents. Whether you're validating a tweak to your AI agent or looking to identify human agents in need of additional support, this live data enables managers to take immediate action to improve performance and address issues.
Agents Page Overview
The Agents page is your primary source for live agent-specific data and metrics. Here you'll find a comprehensive table of all your agents, both human and AI, along with columns containing critical data about each agent and their performance for the current day. This data updates every 10 seconds.
Available Data and Metrics
- Agent Name: Name of the agent
- Agent Type: Indicates whether an agent is human or AI
- Activity Status: The current status that the agent is in
- Team: Lists the team(s) that this agent is a part of
- Active Tasks: Tasks which the agent has accepted and is currently working on. A green phone icon is a live call, a purple hung up phone is an ended call that's currently in wrap up, and a text bubble is an SMS conversation. A red task icon is a task that has been in the Wrap Up state for over 5 minutes. Hover over an icon to see the customers's name and how long the task has been in its current state.
- Has Device Issues: Indicates whether an agent's device is available to connect to calls. For example, if an agent does not have microphone permissions enabled, this will show 'Yes'.
- Reservations: Tasks that have been reserved for the agent, but haven't been accepted yet. This means they are appearing on the agent's task list, but they have not yet accepted the task.
- Todays Completed Tasks: The count of tasks the agent has completed in that calendar day, broken down by category: Calls, SMS, Emails, or Others (which includes Custom Tasks, Reminders, and Voicemails). The calendar day is based on the timezone you've selected on the Settings page.
- Call Conversations: Calls where a conversation occurred (according to agent disposition).
- Conversations > 15s: Call conversations that lasted over 15 seconds.
Agent Slideout
Click into the Agent's Profile to view more information and live statistics about the specific agent, as well as make quick adjustments to an agent's status, teams, and skills.
Agent Time in Status Breakdown
The "Time in Status" section shows a breakdown of each status that the agent has spent time in that day, including the amount of time spent in the status.