Quick Information  Card

1. Name
2. Role and Profile
3. Availability: Shows whether the agent is online or offline.
4. Request Metrics: Provides a quick overview of the agent’s workload that includes All Requests, Open Requests, and Overdue Requests.
5. Happiness Rating: Displays the satisfaction rating the agent has received from the customers.
   

Agent Information  Card

The Agent Information Card consolidates all contact and organizational details of the agent. This card is crucial for identifying the right agent for specific tasks based on their expertise and availability. The agent information card displays the following details:

1. Email: The agent’s official email address is used for communication.
2. Phone Number: The primary contact number for the agent.
3. Extension: Internal phone extension number, if applicable.
4. Mobile: The agent’s mobile phone number for urgent or direct communication.
5. Location: The agent's physical location or office.
   
6. Departments: The department(s) the agent belongs to.
   
7. Teams: The specific teams the agent is a part of within your Help Desk, allowing for cross-functional collaboration.
   
8. Skills: A list of the agent’s skills, which can include specific product knowledge, language proficiency, or technical abilities.
   

1. Open: Tickets that are being handled by the agent.
2. Overdue: Tickets that have not been resolved within the designated time frame.
3. Closed: Tickets that have been successfully resolved and closed.
   

Average Handling Time  Card

The Average Handling Time Card tracks and displays the agent’s efficiency in handling tickets. This includes:

1. First Response Time: The average time taken to send the first response to a ticket.
2. Response Time: The average time between responses sent by the agent.
3. Resolution Time: The average time taken to resolve a ticket.
   

Traffic Analysis  Card

The Traffic Analysis Card provides insights into the volume and origin of tickets handled by the agent. It displays the different channels through which tickets are received, such as email, chat, phone, social media, etc. This analysis helps in understanding the agent’s workload distribution and identifying the most preferred channel of communication.

Trophies  Card

Similar to badges, the Trophies Card showcases the trophies earned by an agent. Trophies are awarded for significant achievements based on specific metrics, such as handling a set number of tickets (e.g., 500 tickets in a quarter), maintaining high customer satisfaction scores (e.g., an average score rating above 90%). These milestones and targets are customized according to your organization's performance goals. The criteria for earning trophies are established in Zoho Desk, but must be configured by an admin in Gamescope before they can be applied. Learn more about Gamescope from here.

Customizing Cards on the Agent Details Page 

In the Radar app, agents and managers can tailor the Agent Details Page to their preferences by adding, removing, or reordering cards. This customization allows users to display the most relevant information according to their needs and priorities.

Benefits of customization

1. Streamlined Monitoring: By organizing and customising information such as ticket status and traffic analysis, users can efficiently monitor agent activity and performance.
2. Informed Decision-Making: Customized views provide the essential data needed for accurate and timely decision-making.
   
3. Accessibility of Critical Data: Ensures that all vital information is easily accessible when needed, supporting better management and operational efficiency.
   

To remove cards

1. Open the Radar App.
   
2. Go to the Home Page.
3. Swipe the screen right or left to find the Agent Details Page.
4. Select an Agent.
5. Tap the Settings icon at the top of the screen.
6. Click the Remove Cards icon to remove a card from displaying the information on the Agent Details Page.
   

To reorder cards

1. Open the Radar App.
2. Go to the Home Page.
3. Swipe the screen right or left to find and select the Agent Details Page.
4. Select an Agent.
5. Tap the Settings icon at the top of the screen.
6. Click the Reorder icon and drag the cards up or down to rearrange them. The order you set will determine how information is displayed on the Agent Details Page.  
   

Cliq Integration in Agent Details Page 

Benefits of the Zoho Cliq integration

communication needs are met within a single platform, reducing the need to switch between apps.

Real-Time Collaboration: The ability to start chats, audio, and video calls from within the Radar app ensures that you can collaborate in real-time, keeping your team informed and aligned.

To use Cliq in Radar:

1. Open the Radar App.
2. Go to the Home Page.
3. Swipe the screen right or left to find and select the Agent Details Page.
4. Select an Agent.
5. Tap the Cliq icon at the top of the screen.
6. Choose a communication option: Start Chat, Start Audio Call, Start Video Call.
7. If you have not already installed Cliq, go to the Google Play Store or Apple App Store and download the Cliq app.
8. Sign in using your organization’s credentials to start using the Cliq integration.