At Squaretalk, we’re committed to helping businesses gain a 360° view of their contact center performance. Building on our already extensive monitoring capabilities, we’re now introducing enhanced Agent Status KPIs to give managers deeper insights into workforce activity, availability, and productivity.
Monitoring Agent Performance
Squaretalk’s dashboards already deliver a comprehensive overview of contact center operations, with KPIs such as:
- Total Calls, Talk Time, and Unique Calls to track both inbound and outbound performance.
- Missed Calls and Internal Calls to highlight efficiency gaps.
- Messaging KPIs including pickup times, first response, handling, and overall response averages to visualize agent performance in all communication channel.
With our latest update, we’ve added new Agent Status metrics, so managers can monitor in real time:
- Workforce presence – track how many agents are currently logged in to ensure coverage aligns with customer demand.
- Agent distribution across statuses – instantly see how many are available, on call, on hold, or on break for accurate capacity measurement.
- Hourly performance insights – measure the number of calls handled in the last hour for fast and effective benchmarking.
Why This Matters Across Industries
Real-time Agent Status KPIs unlock smarter decision-making in a wide range of industries:
- Outbound-heavy sales and telemarketing teams can see in real time whether enough agents are available to maintain campaign momentum.
- Customer service teams in complex, high-stakes industries (Finance, Healthcare, Insurance) can quickly detect coverage gaps to prevent delays.
- E-Commerce and Retail benefit from spotting spikes in customer demand and adapting schedules on the fly.
- BPOs and global enterprises can track utilization across regions and time zones for maximum efficiency.
From Monitoring to Actionable Insights
With this update, Squaretalk empowers managers to:
- Spot coverage gaps in real time by comparing logged-in agents with those available to handle interactions.
- Reallocate resources instantly to minimize customer wait times and maintain service quality.
- Measure hourly efficiency by analyzing call-handling performance and adjusting staffing on the fly.
Elevating Performance Management
By combining existing KPIs with these new Agent Status insights, Squaretalk now offers one of the most complete performance monitoring suites in the industry. From calls and chats to live workforce tracking, businesses can finally unify all their key operational data in one intuitive view.
Connect with Squaretalk today and discover how real-time monitoring can help you boost agent performance, improve customer satisfaction, and drive smarter operational decisions.
About the Author
Yulia Vushkova
Yulia Vushkova is a Marketing Specialist at Squaretalk. She focuses on helping businesses optimize sales and customer support interactions.
