On the agents monitoring page you have access to real-time information about the agents.
On the agents monitoring page you can:
- See current information
- See as wallboards
- Request listen in
- Set Ready/Not ready in all campaigns
- See agent's detailed information
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
, 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
on the desired agent.
- Click on Listen in. A pop-up appears:
- 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.
- Select the type of listen in, from the drop-down menu:
To set Ready or Not ready on all campaigns:
- Click on
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: