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| Status | ||||
|---|---|---|---|---|
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The tab "Current Calls" provides a view of all calls in the ACD queue for groups in which the agent is a member. The agent can be a permanent, reserve, or read only member of the group.
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Agent Home
The calls are displayed as "cards".
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The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.AgentHome.CurrentCalls.Call
Mini Client
On the left hand side of the call “card”, the following information is shown:
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The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.MiniClient.CurrentCalls.Call
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.
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For layout possibilities see this page: https://docs.asciidoctor.org/ for details.
Standard Layout Agent Home
| Code Block |
|---|
[cols="100%"]
|===
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#{currentCall.UserData}
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#{currentCall.AddInfo}
|=== |
Standard Layout Mini-Client
| Code Block |
|---|
[cols="100%"]
|===
|
#{currentCall.UserData}
|
#{currentCall.AddInfo}
|===
|
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