Agent

1. Description

This dashboard displays information on the agent. You can select an agent both in the drop-down list of agents at the top of the dashboard, and in the "Current agent status" or "Agents" tables of the "Agents" dashboard by clicking on the agent's name.

Consists of:

Drop-down list "Agent";
"Breaks for today" table
"Status log" table
"Calls" table

Dashboard "Agent"

1.1. Drop-down list "Agent"

It is intended for selection of the agent information on which it is necessary to look.

1.2. "Breaks for today" table

Displays information about the agent's breaks for today.

Consists of columns:

Cause - displays the name of the reasons for the break that are available to this agent. The list of possible breaks is configured on the "Agent Status" page;
Time - displays the percentage of the amount of time spent by the agent in this break to the maximum possible amount of time in this break, through the display in the progress bar.

1.3. "Status log" table

Displays information on the statuses in which the agent was.

Consists of columns:

Status - the name of the status;
Sign in - the time of transition to this status;
Sign out - the time to exit this status;
Duration - the amount of time the agent has been in this status.

Statuses are:

Waiting - waiting for connection with the member;
Distribution (offering) - connected to the member, connects to the agent;
Busy (bridged) - the call is connected with the agent and the member;
Post-processing - the agent enters the data on the call;
Completion / Wrap up (wrap_time) - pause between calls. The duration of this status is indicated in the "Pause between calls *" field on the "Dialing parameters" detail page of the command in which the agent is a member;
Missed - goes into this status, when the agent missed the call. The duration of this status is indicated in the "Waiting time if there is no agent answer *" field on the "Dialing parameters" detail page of the command in which the agent is a member.
Break (pause) - the agent is in pause mode;
Forced break (break_out) - forcibly takes offline. Transfers to this status when the agent missed the maximum number of calls, which is specified in the "Maximum number of unanswered calls" field on the "Dialing parameters" detail page of the command this agent is a member of;
Online - agent in Online mode;
Offline - the agent is offline.

1.4. "Calls" table

Displays information about each call that was with the participation of this agent.