In the Inbound Status table in the Action column, you can choose Details to view details for the selected ACD group.

Agents

The tab Agents shows two tables.

The top table shows your own status in the ACD group.

Group Name

ACD Group Name

Distribution Algorithm

The distribution algorithm which is currently used by the ACD group.

Status

Your own status in this ACD group.

Action

Here you can login or logout from the ACD group.

In the table of agents you can view information on the agents in the group, in particular their current status according to the status categories :

UID

The UID of the agent

Name

The name of the agent

First Name

The first name of the agent

Agent Number

The agent number of the agent

Agent Status

The current status of the agent

Telephone

The current telephone number under which the agent is logged in

Group Status

The current status of the agent in the ACD group This can be one of the
following values: Logged into group, Not logged into group




Availability

Current Availability The system checks for availability in this order, i.e.
the first status in this list is shown if applicable and so on.

Orange, caption Post Call - the agent is logged in and in post call.

Red, caption Busy - the agent is logged in and on the phone.

Green, caption Free - the agent is logged in and not on a break.

Grey, caption Not Available - the agent is not logged in or is logged in
but with a Pause status.

Calls

The tab Calls shows you details of all calls which were processed in the ACD group. The table shows all calls available to the system. This view is automatically sorted such that the most recent calls are shown first.

Begin

The start of the call

Duration

Duration of the call

Service Number

The dialled service number

Caller

The caller’s number

Contact Class

Caller Contact Class

Number

The number of the contact.
See also Contacts.

Contact Name

The name of the contact

Group end

This shows what caused the call to leave or finish in the ACD group, for
example Agent Call (HUP) after a call to an agent, or after the system
has hung up (SHUP) when no agent was reached.

Group action

The action executed following the application of a group rule

UID

The UID of the agent who took the call

Agent end

The status at the end of the call Status (regarding the agent)


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