What type of metrics are included in the intraday monitoring view regarding agent performance?

The intraday monitoring view primarily focuses on real-time operational metrics related to agent performance, which include the volume of offered and answered calls. This is crucial for understanding how agents are managing their workload throughout the day, assessing whether service levels are being met, and identifying any immediate operational challenges.

Monitoring offered and answered calls allows managers to gauge the effectiveness of agent performance in handling customer interactions. This data can be used to make swift decisions regarding staffing adjustments, breaks, or additional training needs based on performance trends observed in real-time.

In contrast, metrics like enrollment in training programs, customer complaint rates, or teamwork engagement metrics typically don't provide immediate insights into day-to-day agent performance and are usually analyzed over longer periods or under different contexts. Hence, they are not part of the intraday monitoring focus.