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Agent Home (WebPortal or MiniClient)
The calls are displayed as "cards".
On the left hand side of the call “card”, the following default information is shown:
- A Party Number (Remote)
- Start of call (time of day)
- Duration of call from call start
- Waiting time from entering the ACD queue
- The ACD Group
- The service number
The right hand side of the “card” shows the following information:
- User Data
- Additional Info
The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.AgentHome.CurrentCalls.Call
The default is empty. If you like to adjust you need to create the parameter as client admin under "User Data" → "Client Master Data" within the TAB "Parameters"
Mini Client
On the left hand side of the call “card”, the following information is shown:
- A Party Number
- Start of call (time of day) followed by the waiting time from entering the ACD queue in brackets
- The ACD Group
- The service number
The right hand side of the “card” shows the following information:
- User Data
- Additional Info
The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.MiniClient.CurrentCalls.CallFrom release 3.34 it is possible to customize the information displayed in Agent Home. The customization is explained in Customization of Agent Home and Mini Client Displays.
Call Pick-Up
Agents can “pick” the call from the queue. The requirements for the agent are:
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Using this function is usually better when in the status “pause” or another status, where new calls will not be routed to the agent directly by the system.
Asciidoc Customisation
Customization of the layout is performed using Asciidoc.
The currentCall object in particular is available. The best way to see which fields are available in the current call, is to add only the #{currentCall} object to the layout. This will look horrible, but will show you all available fields.
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Standard Layout Agent Home
Code Block |
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[cols="100%"]
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#{currentCall.UserData}
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#{currentCall.AddInfo}
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Standard Layout Mini-Client
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