Do you want to log and view a history of issues that your Agents have run into or reported in Genius? With our new Report an Issue flag we offer a way for Agents to report different types of issues and for you to view the full history of these issues to help identify trends in Agent issues for easier troubleshooting and resolution. 

When an Agent experiences a call issue in Genius, we have provided them with an easy way to report this issue directly from their webphone.

How to report an issue:

The Report an Issue flag in the webphone allows the Agents, without interrupting their normal workflow, to report when they are experiencing an issue and what type of issue they are experiencing.

Agents can report on the following issue types:

1. Call Quality Issue
   1. Intended to help the Agent indicate when they run into an issue with choppy audio, robotic voices, or other call quality issues. They can use this to indicate any call they run into an issue with poor call quality.
2. One-way Audio
   1. Intended to let the Agent indicate when they cannot hear audio from the other party. When a call connects and the other party on the call does not provide any audio, this issue can help log that event for tracking.
3. Can't Answer Call
   1. When an Agent attempts to answer a call but is not able to, whether that be due to a loading icon or the call immediately disconnecting, the Agent can report this issue.
4. Escalation Requested
   1. If a caller is on a call and needs to escalate to a Supervisor, this flag can be raised. The Alerts flag can be seen in the Live Dashboard for easy visibility into Escalation Requests for Supervisors.
5. Status Issue
   1. If the Agent has an issue where their status is not behaving as expected, they can use this flag to report an issue.

Reporting an issue WILL NOT automatically open a Support case - your Supervisors or Administrators will still need to open Support cases when issues are reported. However by clicking this button this does log additional webphone information to make troubleshooting easier for the AVOXI Support team, and it also logs the issue so that you have a history (see more on viewing the issue history below).

Viewing and Alerting on Agent Issues

Agent Alerts

By navigating to the Alerts page you can set up Alerts separately for each of the new types of Alerts. This allows you to indicate which Agent Issues you want to receive immediate Alerts for and which channels those Alerts will be sent through.

You can turn on or off Alerts for each of the different Agent-report Issues and indicate who should receive each Alert.  This allows you fine-grained control over which of the Issues you care the most about.

Once you have turned on the relevant Alerts, any time an Agent reports an issue an Alert will be logged. You can go to the Alert Logs screen in Genius to see the full history of these Alerts and this will also allow you to filter by Agents or specific Alerts to see history.

Live Call Monitoring Alerts

Once you have set up your Alerts for the Agent Issues, you can now view those Alerts in the Live Call Monitoring page.

Once you add a Team to the Live Call Monitoring page you will be able to see all of your Agents for that Team. If an Agent reports an Issue, and you have turned on Alerts for that Issue, you will see the Alert icon next to the Agent's name turn red. If the Agent has reported multiple issues, you can see all issues they have reported on hover over of the Alerts icon.

By clicking the Alerts icon next to the Agent's name, you will be taken to the Alert logs page filtered on that Agent so you can see the Agent's full history of reported or detected issues. This can allow you to find trends in issues with certain Agents to help resolve things like network connectivity problems, status issues, or other problems your Agents may experience.