View Agents

View real-time status of agents including Presence, phone states and interaction information.

 

 

 

Show Queue Agents

 

1. Left-click Queue Status Bar to show Queue Detail toggles

2. Click Toggle agents to view Agent Activity status

	Logged into the queue
	Logged out of the queue
	Speaking on an inbound queue call	. Logged In Logged Out Ringing
	Wrapping up an interaction
More

	Queue	Logged in for queue calls	. Temp. logout 10 sec. logout after queue pullback
	Available	Open for direct phone calls	. Away Keyboard /mouse inactive min. 5 minutes Available Associate Forwarded to Associate Available Home Forwarded to Home Available Mobile Forwarded to Mobile Available Other Forwarded to Other
	Meeting	Business meeting
	Empower	Working on a project
	Gone Out	Out of office
	Gone for Day	End of shift
	On Holiday	Annual leave
	Sick Leave	Sick leave
	On a Break	Rostered break time
	Personal Time	Personal errands
	Away on Business	Travelling for business

 



 

3. Review Agent Live Stats columns

Extension	Agent extension number
Agent	Agent name
Answered	How many interactions agent has answered that day
Avg Talk	Time spent talking and on hold whilst logged into queue/number of calls answered
Media	Media tiles show active media data
Agent Status	Alert showing time threshold breaches for talk, wrapup or worktime

4. Check Agent Media Tile for real-time Interaction status

Queue call
Wrapping Up
Email
Webchat
Callback
Outbound Dialler
Facebook
Twitter

5. Left-click a name in Agent column for Unified Communications menu

	Set Presence		Open Presence interface
	View Voicemail		Access Inbox (requires PIN)
	View Details		User information
	Transfer to Desk/Business
	Transfer to Associate
	Transfer to Home
	Transfer to Other
	Email		Launch email app
	Send an Instant Message		Initiate chat
	Add to Favourites
	Statistics		View Agent stats
	Properties		View Properties interface

 

 

Agent Status Alerts

 

1. Click Queue Agents toggle for Queue Agent view

2. Review Agent Status column to check for Agent Alerts

 



 

3. Hover mouse over alert for Agent Alert data

Held Time	Duration current interaction has been on phone hold
Talk Time	Incoming + Outgoing + Queue interaction duration for current activity
Total Time	Total duration of interaction including Held, Talk, Work and Wrap Up time
Wrap Up Time	Duration of Wrap Up status for current interaction