to select or hide the fields in the view as supervisor.
The All Agents tab displays a table of all agents belonging to your groups, especially their current status according to the existing status categories.
The Active Agents tab displays a table of all agents belonging to your groups that are logged in and their current status according to the existing status categories.
Use the button to select or hide the fields in the view as supervisor.
Areas can be selected using the arrow keys:
The marked field(s) of the "Available" column are moved to the right to the "Selected" column and displayed in the "All Agents" tab
All fields of the "Available" column are moved to the right to the "Selected" column and displayed in the "All Agents" tab
All fields in the "Selected" column are moved to the left to the "Available" column and no longer displayed in the "All agents" tab
The marked field(s) of the "Selected" column is moved to the "Available" column and is no longer displayed in the "All Agents" tab
Use this key to move a marked field upwards to another position.
Use this key to move a marked field down to another position.
The following fields are displayed:
Name | Beschreibung |
|---|---|
| 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 |
Busy / No Ans. | The current counter for the agent for busy / no answer |
| Department | The department to which the Agent is assigned |
| Teams Availability | This column shows the availability in teams. The following availability states are possible:
|
| Teams Activity | This column displays the activity in teams. The following activity states are possible:
|
Agent Status | The status of the agent (see Agent Status) |
Agent Status Time | Date and time when the agent has assumed the current status. |
Agent Status Duration | Shows how long the agent has the current status. It will restart from 0 when a status is changed. |
| User Profile | Shows the current user profile ( see User Profiles) |
Phone | The current phone number where the agent is logged in. In addition to the phone number, the current Phone Status is also displayed in color |
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. |
Status Since | Different times are displayed here depending on the availability status. If availability free: the time since the last call or the last post-processing If availability postprocessing: the remaining postprocessing time If availability Busy: the previous call duration For all other values: the time since switching to the status. |
| Group (Current Call) | The group to which the current call was delivered is displayed here. |
All Groups | List of groups to which the agent can be logged in. |
Logged In group | List of groups to which the agent is currently logged in. |
Locations | List of locations to which the agent is assigned |
Login Time | Date and time when the agent is first logged in to the ACD and when it is logged out. |
Login Duration | Time elapsed since the agent logged into/out the ACD. |
Status Change | Here you can quickly change an agent to another status. For an agent status to be available for this, the agent status must be edited accordingly. |
| Calls (all) | Calls received by the agent through all groups |
| Calls (hour) | Calls of the agent per hour |
| Dialler Success | The number of calls marked as successful in the campaign |
| PC Ø | The average post-processing time over all calls of the agent |
| PC/h | The average agent post-processing time per hour |
| Action | The following buttons are available:
With this button the supervisor can change the agent status.
With this button a supervisor can view the call details of the current call of an agent.
With this button the supervisor can set the agent on the system to the status Calls and Media and log the agent on. |
A
Color dark yellow, text postprocessing: The agent is logged in and in postprocessing.
Color red, text Occupied: The agent is logged on and his phone is busy.
Color green, text Free: The agent is logged in and has no pause.
Color gray, text Not available: The agent is not logged in or is logged in with the status Paused.
Color blue, text No answer: The last try to reach the agent he did not answer.