You can specify what information is displayed to agents on their web portal.
To configure what agents can view on their web portal:
Procedure #
Step 1:
Click System > Agent Configuration on the menu bar.
The Agent Configuration page is displayed.
Step 2:
To specify that each agent can view the current status of all other agents, tick the Agents can see the status of all other agents checkbox.
Step 3:
To specify that each agent can view the current status of other agents in their group(s), tick the Agents can see the status of other agents in their groups checkbox.
Step 4:
To specify that each agent can view the current status of other agents in their queue(s), tick the Agents can see status of other agents in their queues checkbox.
Step 5:
To specify that each agent can view the current status of other agents in the particular queue that they are viewing, tick the Agents can see the status of other agents in the queue they’re viewing checkbox.
Step 6:
To specify that each agent can view call information for other agents, tick the Agents can see detailed call information for other agents checkbox.
Step 7:
To specify that each agent can view information for calls that they have handled recently, tick the Agents can see their recent calls checkbox.
Step 8:
Click Save Changes.
Parent topic: System management
Related reference
Agent Configuration page