In the Inbound Status table in the Action column, you can choose Details to view details for the selected ACD group.
Agents
The tab Agents shows two tables.
The top table shows your own status in the ACD group.
Group Name | ACD Group Name |
Distribution Algorithm | The distribution algorithm which is currently used by the ACD group. |
Status | Your own status in this ACD group. |
Action | Here you can login or logout from the ACD group. |
In the table of agents you can view information on the agents in the group, in particular their current status according to the status categories :
UID | The UID of the agent |
Name | The name of the agent |
First Name | The first name of the agent |
Agent Number | The agent number of the agent |
Agent Status | The current status of the agent |
Telephone | The current telephone number under which the agent is logged in |
Group Status | The current status of the agent in the ACD group This can be one of the |
Availability | Current Availability The system checks for availability in this order, i.e. Orange, caption Post Call - the agent is logged in and in post call. Red, caption Busy - the agent is logged in and on the phone. Green, caption Free - the agent is logged in and not on a break. Grey, caption Not Available - the agent is not logged in or is logged in |
Calls
The tab Calls shows you details of all calls which were processed in the ACD group. The table shows all calls available to the system. This view is automatically sorted such that the most recent calls are shown first.
Begin | The start of the call |
Duration | Duration of the call |
Service Number | The dialled service number |
Caller | The caller’s number |
Contact Class | Caller Contact Class |
Number | The number of the contact. |
Contact Name | The name of the contact |
Group end | This shows what caused the call to leave or finish in the ACD group, for |
Group action | The action executed following the application of a group rule |
UID | The UID of the agent who took the call |
Agent end | The status at the end of the call Status (regarding the agent) |