Agents

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.

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: