DWC Manager’s View: Team Log

The Team Log Manager’s View is an optional feature that can be activated by means of a dedicated BDEx Option setting.

A separate BDEx Option is also available to ensure this Team Log view is focused entirely on BPEMs if so desired, similar to the Productivity Report ‘BPEMs Only’ runtime parameter.

When selected, the Team Log View will execute the Productivity Report using the full list of Agents identified as belonging to the Manager’s Team(s). The resulting data is displayed in a List View within the Dynamic Work Center itself.

Please note that the Team Log view executes as a single work process and does not make use of the Diffuser features of the Productivity Report.

By default the resulting display will select all BDEx Sessions recorded within the last 24 hours however this can be amended to choose from four pre-selected time periods or select specific From and To Dates using the dedicated toolbar buttons.

Additional options include: Adjust Units of Measure for Time measurement (Seconds, Minutes, Hours, Days) and DWC-only / Combined BDEx Sessions.

Additional fields to the standard Productivity Report values:

• ‘Top’ Class/Subclass and count per Agent
• Most Recent BDEx Start Timestamp (if this BDEx Option is set)

As with the Productivity Report the Team Log view can provide a pop-up display of BDEx Session details for the following fields:

• Completed
• Secondary
• Pending
• Incomplete
• Worked
• Handled