View Agents
View real-time status of agents including Presence, phone states and interaction information.
Show Queue Agents
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Left-click Queue Status Bar to show Queue Detail toggles
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Click
Toggle agents to view
Agent Activity status
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Review
Agent Live Stats columns
- Check
Agent Media Tile for real-time Interaction status
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Left-click a name in Agent column for
Unified Communications menu
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Logged into the queue |
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Logged out of the queue |
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Wrapping up an interaction |
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Queue |
Logged in for queue calls |
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Available |
Open for direct phone calls |
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Meeting |
Business meeting |
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Empower |
Working on a project |
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Gone Out |
Out of office |
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Gone for Day |
End of shift |
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On Holiday |
Annual leave |
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Sick Leave |
Sick leave |
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On a Break |
Rostered break time |
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Personal Time |
Personal errands |
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Away on Business |
Travelling for business |
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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 |
Queue call |
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Wrapping Up |
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Webchat |
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Callback |
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Outbound Dialler |
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Set Presence | Open Presence interface | |
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View Voicemail | Access Inbox (requires PIN) | |
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View Details | User information | |
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Transfer to Desk/Business | ||
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Transfer to Associate | ||
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Transfer to Home | ||
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Transfer to Other | ||
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Launch email app | ||
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Send an Instant Message | Initiate chat | |
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Add to Favourites | ||
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Statistics | View Agent stats | |
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Properties | View Properties interface | |
Agent Status Alerts
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Click Queue Agents
toggle for Queue Agent view
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Review Agent Status column to check for
Agent Alerts
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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 |