Stagelight is a tool for Admins that will show the real-time status of agents currently logged in to your environment. It can be used to monitor the activity of your agents, enabling you to provide better coaching.
- Get an overview of a large group of agents.
- Monitor remote agents as if they were in the office.
- Real-time data allows real-time coaching.
Limited release: This article refers to a new feature which is not fully released, to give a preview of what to expect. Contact your account manager if you are interested in early access. This note will be removed once Stagelight is available to all clients.
Accessing Stagelight
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Stagelight is accessed from a toolbar in the top right of your Admin view.
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If you have access to other LeadDesk apps, for example Superstars, the icon changes to
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Full access to Stagelight requires an additional subscription. Without this, you will have access to a trial version to see if it is right for you.
Stagelight information
For each of the selected offices, you will see a list of all agents currently logged in and working for that office.
- The Agent column shows the agent name.
- The Activity column will show the agent's current action:
- Passive - white/grey background - agent has logged in but is not actively calling.
- Calling - green background - an outbound call is trying to connect.
- Talking - green background - agent is on a call (outbound or inbound).
- Wrapup - blue background - agent's call is closed but they have not finished working on it (for example they have not selected a call ending reason yet).
There is also an activity which only shows for agents working with inbound calls:
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- Waiting for call - yellow background - agent has activated inbound but has yet to receive a call.
- Waiting for call - yellow background - agent has activated inbound but has yet to receive a call.
- The Duration column displays how long the agent's current activity has lasted.
- The Project column shows the name of the campaign the agent is currently working on.
Filtering the view
You can select which offices or projects you want to view. For more information see Getting the most from Stagelight.
Real-time data
- The information displayed in Stagelight is live. As agents' status changes, that information will be displayed immediately in Stagelight.
- If for any reason this live link is not available, Stagelight will default to checking agents' statuses every 30s instead. If this does happen you will see an on-screen notification.
Stagelight and Omni
The initial release of Stagelight is not intended to work with agents who are using the Omni interface for customer service.
- Stagelight's primary focus is on calls, so will not reflect agents working on emails or webchat in the Omni interface.
- Calls in Omni are not handled in the same way calls in Outbound are. This means the real-time updates for Stagelight will not work for Omni. You can see agents working in Omni in Stagelight, but the information on the agents' activity may be out-of-date.
Stagelight compared to...
Stagelight is, of course, not the only way to see information about your agents' activity. The Agent statistics page provides additional information, such as deals and success rate, while the Activity log lets you see the history of an agent as well as their current activity.
The main advantages of Stagelight are:
- True real-time data.
- A compact view allows at-a-glance perspective for more agents across multiple offices.