Agents

On the agents monitoring page you have access to real-time information about the agents.

AgentsHistory_Home.png

 

On the agents monitoring page you can:

 

Current information:

On the agents monitoring page the following information is displayed:

  • Agents available - Displays the amount of agents available for interactions.
  • Agents not ready - The amount of agents on the not ready status.
  • Longest interaction - The longest current interaction.
  • Longest not ready - The longest period an agent was in not ready status.
  • Highest idle time - The highest period and agent was on idle status and the name of the agent.
  • Highest talking time - The highest period and agent was on talking status and the name of the agent.
  • Highest preview time - The highest period and agent was on preview status and the name of the agent.
  • Highest wrapup time - The highest period and agent was on wrapup status and the name of the agent.
  • Agents table - The agent table displays the following information:
    • Name - Name of the agent.
    • State - Agent's current state.
    • Time in state - How long the agent is in the current state.
    • Campaign name - The campaign the agent is assigned to.
    • Logged time - How long the agent is logged in.
    • Ready time - How long the agent is ready.
    • Available time - How long the agent was in available status.
    • Not ready time - How long the agent was in not ready status.
    • Interaction count - The amount of interactions the agent handled so far
    • Average ringing - The average ringing time.
    • Average talking - The average talking time.
    • Average preview - The average preview time.

 

To see as wallboards:

  • Click on Real-time_campaigns_vieaswallboard.png, on the top-right corner of the screen.
  • The agent's real-time is expanded to occupy all the screen.

 

To request listen in:

  • Click on Outbound_importContacts_lists_options.png on the desired agent.
  • Click on Listen in. A pop-up appears:
    Real-time_campaigns_listenin.png
  • On the pop-up window:
    • Select the type of listen in, from the drop-down menu:
      • Voice
      • Screen
      • Voice and screen
    • Select the listen in timeout (after this time, the supervisor will no longer be able to listen to the call or observe the agent's screen).
    • Insert the phone number where the call is made to be listened (your extension).
    • Click CREATE to apply changes and proceed.

 

To set Ready or Not ready on all campaigns:

  • Click on Outbound_importContacts_lists_options.png on the desired agent.
  • Click on Set ready in all campaigns or Set not ready in all campaigns.
  • Click to confirm, on the pop-up window.

 

To see an agent's detailed information:

  • Click on the desired agent.
  • The agent's detailed page is displayed:
    AgentsHistory_Agent.png