The tab Current Calls shows an overview of the currently active calls.
Image RemovedImage Added DescriptionThe following fields are displayed: RD | The direction of the call. - InboundImage Modified
- OutboundImage Modified
| Servicenumber | Name of the service number dialled by the caller. (Name2=ServiceNumbers.Name2) | Skill 1-3 | The skill that is parameterised on the service number or is given to the call in the IVR. (Value of the skill on the call) | ACD-Group | The ACD group in which the caller is located. | Remote | The phone number of the caller | Contact Name | The name of the contact (if available) | Contact Class | The name of the contact class (if available) | Additional Info | Additional information from the call. See object "Save additional info" | User Data | User data from the call list See object "Save additional info" or if it is a Dialler contact, then from the contacts. | Priority | The priority of the call on hold | ACD Agent | The name of the agent who answered the call | Start | The time when the call arrived in the system | Connected | The time of connection to the agent | Waiting Time | The waiting time of the caller | Duration | The duration of the call | Action | Possibility to display the call details for the current call |
Call detailsDurch ein Klick auf Anrufdetails kann man zusätzliche Informationen zu den Anruf erhalten, sowie die Funktionen Aufschalten und Still aufschalten nutzen. Image Removed FelderBy clicking on Call Details, you can obtain additional information about the call and use the Monitoring and Silent Monitoring functions Image Added FieldsThe following fields are divided into "Agent Details" and "Agent Current Call"Folgende Felder werden unterteilt nach "Agentendetails" und "Aktueller Anruf des Agenten" angezeigt: Name | Description |
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UID | | Name | The name of the agent | First Name | The first name of the agent | Agent Number | The number of the agent | Agent Status | The status of the agent (see: Agent Status) | Login Time | The time of registration of the agent in the ACD | Telephone | The current phone number by which the agent is logged on to the system. In addition to the phone number, the current phone status is also displayed in color. (see: Telephone Status) | Availability | | Farbe SchriftFremdbesetzt: Beim letzten Versuch dem Agenten zu erreichen, war sein Telefon belegt, da er ein Gespräch womöglich an der ACD vorbei geführt hat- foreign busy: During the last attempt to reach the agent, his phone was busy, because he might have made a call past the ACD.
- Image ModifiedColor blue, text No answer: Last try to reach the agent failed.
- Image ModifiedColor ochre, text TAC, The agent is in call classification status and has the transaction codes displayed on the client
For multi-channel agents a bar with counter shows the number of occupied channels in red and the number of free channels in green. The size of the respective bar corresponds approximately to the proportional size of the respective counter. As status text MC for multi-channel is always displayed here. | Start | The time when the call arrived in the system | Duration | The duration of the call | Service Number | The selected service number | Group name | The ACD group in which the caller is located | Caller | The phone number of the caller | Additional Info | Display of additional information (if available) | Queue Time | The time of the call since the first group entry and the first connection with the agent | Contact Class | The name of the contact class (if available) | Contact Number | The number of the contact (if available) | Contact Name | The name of the contact (if available) | Action | Depending on the Monitoring YES/ | NO No configuration within the group, the following buttons | dependDer Supervisor kann sich auf das aktuelle Gespräch aufschalten. Der Agent wird darüber informiert durch eine Änderung seines Gesprächsstatus sowie einer Ansage. Der Supervisor kann sich unbemerkt auf das Gespräch aufschalten. Der Agent bekommt nichts davon mit, sofern die Funktion Call Monitoring für die ACD-Gruppe aktiviert ist. Der Supervisor wird nach Betätigung einer Aufschaltvariante direkt in Agent Home geleitet, damit er als Supervisor das Call-Monitoring steuern kann. Als Supervisor haben Sie nach erfolgreichem Aufschalten im Bereich Agent Home die Möglichkeit das Gespräch auf zu schalten, womit eine 3er Konferenz zwischen Anrufe, Agent und Ihnen (Supervisor) hergestellt wird. Weiterer Optionen für sind oder The supervisor can connect to the current call. Both caller and agent are informed about this with an announcement and the agent sees a change in his call status in the Agent Home. The supervisor can connect to the call unnoticed by the agent and the caller, provided that the Call Monitoring function is activated for the ACD group and the "portal.Acd.AcdSupervisor.Monitoring.Silently" resource is not deactivated by the system. The supervisor is routed directly to Agent Home after activating either monitoring variant. As a supervisor, you have the option of switching the call to loud after it has been successfully connected, which establishes a 3-way conference between the caller, the agent and you (supervisor). Further options are Take over or Take over and Log out agent for the conversation between agent and caller | für das Gespräch zwischen Agent und Anrufer
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