{"id":45290,"date":"2020-11-24T18:22:34","date_gmt":"2020-11-24T18:22:34","guid":{"rendered":"\/us\/en\/blog\/?p=45290"},"modified":"2024-08-14T08:38:50","modified_gmt":"2024-08-14T15:38:50","slug":"adapting-agent-monitoring-and-analytics","status":"publish","type":"post","link":"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/","title":{"rendered":"Adapting agent monitoring and analytics for a distributed team"},"content":{"rendered":"<p>Today, contact centers are increasingly moving to the cloud. While that creates advantages such as cost savings for companies, it can create complications for contact center managers. Agents are no longer on-site, making it more difficult to engage them, coach them, supervise them, and of course, analyze their performance.<\/p>\n<p dir=\"ltr\">Choosing the right contact center software can make all the difference in how contact center supervisors monitor and evaluate agent performance. Read on to learn how leading contact center solutions help managers adapt to the shift to the cloud.<\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tSee the cloud solution in action\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tToday's customers expect a friendlier, easier customer experience. See how RingCentral can deliver.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/ca\/en\/view_demo.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Watch demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n<h2 class=\"heading h2\"><strong>The new contact center\u00a0<\/strong><\/h2>\n<p>The idea of a contact center is fairly new. As recently as 20 years ago, customers would still turn to a call center if they needed help with a product or service. Due to technological changes such as widespread access to high-speed internet and the evolution of social media, the <a href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> evolved into the contact centers we know today.<\/p>\n<p>Thanks to cloud contact center software, contact centers can handle a variety of interactions, including social media, web chats, emails, phone calls, and even video. In addition to a change in the type of traffic a contact center can handle, cloud capabilities mean that agents can now work remotely.<\/p>\n<h2 class=\"heading h2\"><strong>The challenges of the new contact center<\/strong><\/h2>\n<p>For contact center supervisors, the evolution of the contact center has created management challenges. How can you assess an employee\u2019s performance and help that person improve, if you can\u2019t see them on a day-to-day basis?<\/p>\n<p>Moreover, it becomes more difficult to identify problems such as low morale and <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/help-contact-center-employees-achieve-work-life-balance-when-working-from-home\/\">burnout<\/a> among agents. These are issues that don\u2019t just affect one agent; an employee\u2019s behavior can have an impact on the rest of the team.<\/p>\n<h2 class=\"heading h2\"><strong>The newest challenge of the modern contact center: COVID-19<\/strong><\/h2>\n<p>While some contact centers moved to the cloud before COVID-19, the outbreak of the global pandemic forced physical <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/will-contact-centers-let-agents-work-remotely-post-covid-19\/\">contact centers to close their doors<\/a>. Hundreds of thousands of agents had to work from home. On top of that, customers were reaching out to contact centers more than ever before: overall contact center volume <a href=\"https:\/\/www.orange-business.com\/en\/magazine\/contact-center-continuity-essential-covid-19-crisis\">increased 20%<\/a>, with some industries seeing an enormous rise in the volume of calls \u2013 96% for airline customers and 130% for hotel contact centers. Consequently, these factors all coming together created <a href=\"https:\/\/go.ringcentral.com\/a-guide-for-supervisors-masterclass-episode-six-how-to-adapt-your-cx-to-meet-the-moment-watch-now.html\">the perfect storm<\/a> for contact center agents who were possibly new to working remotely.<\/p>\n<p>Many agents were stressed, as they had to contend with the twin stressors of an increased workload and personal lives that had been thrown into disarray due to the pandemic. The potential to deliver poor customer service was quite high, and many supervisors felt frustrated at not being able to coach their agents through this unprecedented situation or even understand how they were adjusting.<\/p>\n<h2 class=\"heading h2\"><strong>How can contact center managers handle the shift to cloud contact centers?\u00a0<\/strong><\/h2>\n<p dir=\"ltr\">Supervisors once walked the contact center floor to keep tabs on agents and gauge the general tenor of operations. Stopping by desks to listen in on the occasional phone call or pat an agent on the back for a job well done helped them connect with the team.<\/p>\n<p dir=\"ltr\">That need to create feedback loops and stay connected hasn\u2019t gone away\u2014now it just has to happen digitally. Cloud-based management platforms allow supervisors to see which calls are active at any given time, drop in for a listen, and jump from call to call. On occasion, they might see fit to intervene.<\/p>\n<p dir=\"ltr\"><a href=\"https:\/\/netstorage.ringcentral.com\/datasheets\/call_monitoring_datasheet.pdf\">The right contact center software<\/a> lets you:<\/p>\n<ul>\n<li dir=\"ltr\">Monitor calls \u2013 allows supervisors to can listen as agents speak to customers and leads<\/li>\n<li dir=\"ltr\">Whisper-coach agents, so only they can hear the supervisor\u2019s voice and the customer can not<\/li>\n<li dir=\"ltr\">\u201cBarge in\u201d to calls to interrupt a call, or take it over if necessary<\/li>\n<\/ul>\n<p dir=\"ltr\">What about at busy contact centers, where there are many agents, and the call volume is high? Top contact center software supports up to 100 call monitoring groups per account.<\/p>\n<p dir=\"ltr\">Though it\u2019s true that listening in on calls is essential for supervisors, even the most diligent manager can only survey a small sample of the overall call volume, and it can be hard to find larger patterns in this scattershot approach. This makes it essential to balance these anecdotal observations with data. Monitoring key performance indicators (KPIs), net promoter scores, and call volume help supervisors track their whole team to maximize performance.<\/p>\n<p dir=\"ltr\">Market-leading contact center solutions have<a href=\"https:\/\/netstorage.ringcentral.com\/datasheets\/cc_reporting.pdf\">\u00a0built-in analytics<\/a> that provide:<\/p>\n<ul>\n<li dir=\"ltr\">Detailed data visualizations in real-time<\/li>\n<li dir=\"ltr\">Pre-built reports that highlight key performance metrics<\/li>\n<li dir=\"ltr\">Customizable reports that show you the metrics most important to your contact center<\/li>\n<li dir=\"ltr\">Direct data access \u2013 you can see customer experience data through a secure connection into your business model<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"fr-dib aligncenter\" style=\"width: 600px;\" src=\"https:\/\/www.mediashower.com\/img\/F7754748-1BFA-11EB-915B-417ABF2747BA\/bigstock-Business-People-Wearing-Headse-389490943_600x.jpg\" alt=\"Wearing a headset in front of a computer.\" width=\"600\" height=\"337\" \/><\/p>\n<p dir=\"ltr\">Additionally, contact center software that integrates with a unified communications system allows agents within the contact center (or remote agents) to communicate easily with the rest of the company as well. Agents are no longer siloed, which, in turn, leads to better collaboration and better customer experience.<\/p>\n<h2 class=\"heading h2\"><strong>What does cloud contact center software look like in action?\u00a0<\/strong><\/h2>\n<p>To show you what cloud contact center software looks like in action, here&#8217;s an example. Let\u2019s say Mark is the manager of a contact center in the cruise ship industry. As a result of COVID-19, two things happened:<\/p>\n<ul>\n<li>The contact center became virtual, with the contact center location shutting down indefinitely. Now, all of Mark\u2019s agents work remotely.<\/li>\n<li>Customer calls, emails, and chats flooded the contact center, as customers scrambled to cancel their cruises (some of which they\u2019d booked two years in advance).<\/li>\n<\/ul>\n<p>Now, Mark <a href=\"https:\/\/go.ringcentral.com\/a-guide-for-supervisors-masterclass-episode-four-the-changing-role-of-the-contact-center-supervisor-watch-now.html\">no longer sees his agents on a day-to-day basis<\/a>. A number of his agents are stressed out, dealing with both personal issues due to the pandemic as well as handling the new workload. However, built-in monitoring and analytics capabilities empower Mark to lead his employees through this difficult time.<\/p>\n<p>Mark has access to analytics, which give him real-time insight into how his agents are performing. He&#8217;s customized analytics dashboards so he can see which metrics matter most to his contact center (in this case, what matters most are first contact resolution, calls\/interactions handled, channel mix, and agent utilization rate). Mark can also see the results of customer satisfaction surveys, which give him a better sense of how his agents are serving the cruise line\u2019s customers.<\/p>\n<h2 class=\"heading h2\"><strong>What can contact centers gain from cloud contact center software?<\/strong><\/h2>\n<p>Even though Mark isn\u2019t able to supervise his agents in person, he can still manage them effectively thanks to the analytics and monitoring features of cloud contact software. Thanks to whisper coaching, barge-in functionality, and customizable analytics, he can still oversee his agents and offer them actionable insights about their performance.<\/p>\n<p>As a result of the cloud contact center software, Mark\u2019s agents are able to:<\/p>\n<ul>\n<li>Resolve more issues the first time a customer reaches out<\/li>\n<li>Direct more calls to self-service options such as chatbots<\/li>\n<li>Spend less time being idle and more time helping customers<\/li>\n<\/ul>\n<h2 class=\"heading h2\"><strong>Manage a remote contact center team effectively with RingCentral\u00a0<\/strong><\/h2>\n<p>RingCentral Engage is contact center software that provides built-in analytics and monitoring functionality, so contact center supervisors can effectively manage their agents.<\/p>\n<div class=\"full-width\">\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tRemote Agent Playbook\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tTo learn more about how cloud contact center software helps you supervise remote agent teams, download the playbook\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/netstorage.ringcentral.com\/documents\/remote_agent-playbook.pdf', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Download<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section><\/div>\n<p><!-- Media Shower Impressions --><\/p>\n<div class=\"ms_article_id\" style=\"display: none;\" data-ms-article-id=\"85105\"><\/div>\n<p><!-- \/Media Shower Impressions --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Today, contact centers are increasingly moving to the cloud. While that creates advantages such as cost savings for companies, it can create complications for contact center managers. Agents are no longer on-site, making it more difficult to engage them, coach them, supervise them, and of course, analyze their performance. Choosing the right contact center software &#8230;<\/p>\n","protected":false},"author":29,"featured_media":45291,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-45290","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Adapting agent monitoring and analytics for a distributed team | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Adapting agent monitoring and analytics for a distributed team\" \/>\n<meta property=\"og:description\" content=\"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-24T18:22:34+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-14T15:38:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headsetFacebook.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Adapting agent monitoring and analytics for a distributed team\" \/>\n<meta name=\"twitter:description\" content=\"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Adapting agent monitoring and analytics for a distributed team\",\"datePublished\":\"2020-11-24T18:22:34+00:00\",\"dateModified\":\"2024-08-14T15:38:50+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/\"},\"wordCount\":1261,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg\",\"articleSection\":[\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/\",\"name\":\"Adapting agent monitoring and analytics for a distributed team | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg\",\"datePublished\":\"2020-11-24T18:22:34+00:00\",\"dateModified\":\"2024-08-14T15:38:50+00:00\",\"description\":\"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg\",\"width\":930,\"height\":700,\"caption\":\"Headset\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Adapting agent monitoring and analytics for a distributed team\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Adapting agent monitoring and analytics for a distributed team | RingCentral Blog","description":"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/","og_locale":"en_US","og_type":"article","og_title":"Adapting agent monitoring and analytics for a distributed team","og_description":"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2020-11-24T18:22:34+00:00","article_modified_time":"2024-08-14T15:38:50+00:00","og_image":[{"width":1200,"height":628,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headsetFacebook.jpg","type":"image\/jpeg"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_title":"Adapting agent monitoring and analytics for a distributed team","twitter_description":"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#article","isPartOf":{"@id":"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"Adapting agent monitoring and analytics for a distributed team","datePublished":"2020-11-24T18:22:34+00:00","dateModified":"2024-08-14T15:38:50+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/"},"wordCount":1261,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg","articleSection":["Customer &amp; employee experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/","name":"Adapting agent monitoring and analytics for a distributed team | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg","datePublished":"2020-11-24T18:22:34+00:00","dateModified":"2024-08-14T15:38:50+00:00","description":"How is it possible to effectively monitor and analyze agent performance for a remote contact center? The answer lies in contact center software.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg","width":930,"height":700,"caption":"Headset"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Adapting agent monitoring and analytics for a distributed team"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/headset.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/adapting-agent-monitoring-and-analytics\/amp","excerpt_title":"Adapting agent monitoring and analytics for a distributed...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/45290","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=45290"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/45290\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/45291"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=45290"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=45290"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=45290"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}