The tab Current Calls shows an overview of the currently active calls.
Description
The following fields are displayed:
| Name | Description |
|---|---|
| R | The direction of 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) |
| 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 details
By clicking on Call Details, you can obtain additional information about the call and use the Monitoring and Silent Monitoring functions
Fields
The following fields are divided into "Agent Details" and "Agent Current Call":
| Name | Description |
|---|---|
| UID | The UID of the agent |
| 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 | This column shows the availability of the agent. The colors shown here correspond to the default configuration.
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 configuration within the group, the following buttons depend:
The supervisor can monitor the current call. The agent is informed about this by a change of his call status and an announcement.
The supervisor can monitor the call unnoticed. The agent is not aware of this if the Call Monitoring function is activated for the ACD group. After activating a monitoring variant, the supervisor is routed directly to Agent Home so that he can control the call monitoring as supervisor. As a supervisor you have the possibility to switch the call to audio after successful activation in the Agent Home area. This creates a 3-way conference between calls, agent and you (supervisor). Further options for are Overtake or Overtake and Agent Logout for the conversation between agent and caller. |
