Agent Status #
Current Status
The agent’s current status (available, unavailable, offline, etc.).
Target Status
The next status for the agent.
Available For:
The channels that the agent is currently available for.
- To change the channel and/or queue availability of this agent, click:
- To make this agent available to handle items for all queues to which they are assigned (reset their availability to active for all queues), click:
This is useful if the call-handling availability for this agent has been disabled for several of their assigned queues.
- To make this agent unavailable to handle items for all queues to which they are assigned (reset their availability to inactive for all queues), click:
Current Call Information #
Customer Number
Either the number of the caller or “Withheld”.
Service Number
The service number that was called.
Call Queue Time (s)
The length of time (in minutes and seconds) that the caller has been waiting in a queue.
Queue
The queue in which the call is being held.
Current Call Length
The length of the current call (in minutes and seconds).
Group
The agent (skill) group that the call is meant for.
Call Controls #
These buttons allow you to control the current call for an agent. The options are:
- Listen In – Allows you to silently monitor a call in progress, without being detected either by the agent or by the caller
- Coach – Allows you to monitor a call in progress, without being detected by the caller, although the agent can still hear you
- Barge In – Allows you to explicitly intercept the call, so you can engage with the caller along with the agent
- Take Over – Allows you to take over the call from the agent
- Drop Out – Allows you to drop out of the call.
Recording Controls #
These buttons allow you to record the current call for an agent. The options are:
- Record
- Stop
- Pause
- Resume
Note: Company supervisors must have the Supervisor Call Control privilege to view the recording controls.
Availability Statistics #
Queue
The queue for which the agent was handling calls.
Calls Connected Today
The total number of calls that the agent answered today.
Availability Today (Dial Attempts)
The percentage of their calls that the agent answered today. This percentage takes into account calls that were assigned to the agent, but were not accepted by them, because the agent was busy, the caller hung up, the agent’s maximum ringing time was reached, etc.
Calls Connected This Week
The total number of calls that the agent answered this week.
Availability This Week (Dial Attempts)
The percentage of their calls that the agent answered this week. This percentage takes into account calls that were assigned to the agent, but were not accepted by them, because the agent was busy, the caller hung up, the agent’s maximum ringing time was reached, etc.
Talk Time Statistics #
Queue
The queue for which the agent was handling calls.
Target
The number of seconds within which a call should have been handled (the target talk time for each call).
Avg Today
The average time (in minutes and seconds) that the agent took to handle calls today. This includes time that they may have spent in consultation with another agent or supervisor, but not any time that they may have spent listening to announcements played to them when they answered calls.
Total Today
The total time (in minutes and seconds) that the agent took to handle calls today. This includes time that they may have spent in consultation with another agent or supervisor, but not any time that they may have spent listening to announcements played to them when they answered calls.
Avg Week
The average time (in minutes and seconds) that the agent took to handle calls this week. This includes time that they may have spent in consultation with another agent or supervisor, but not any time that they may have spent listening to announcements played to them when they answered calls.
Total Week
The total time (in minutes and seconds) that the agent took to handle calls this week. This includes time that they may have spent in consultation with another agent or supervisor, but not any time that they may have spent listening to announcements played to them when they answered calls.
Max Today
The maximum time (in minutes and seconds) that the agent took to handle a call today. This includes time that they may have spent in consultation with another agent or supervisor, but not any time that they may have spent listening to announcements played to them when they answered calls.
Max Week
The maximum time (in minutes and seconds) that the agent took to handle a call this week. This includes time that they may have spent in consultation with another agent or supervisor, but not any time that they may have spent listening to announcements played to them when they answered calls.
Related tasks
Viewing live agents
Changing the channel and/or queue availability of an agent
Resetting the queue availability of an agent