1. Description

Designed to view information on operatorsagents.

Consists of:

1. Drop-down list with multiple choice "OperatorsAgents";
2. Drop-down list with multiple choice "Skills";
3. "OperatorAgent's current status" table;
4. Block "Average call time of an operatoragent";
5. Block "Average retention time by the operatoragent";
6. Block "Statuses";
7. "OperatorsAgents" table

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Dashboard "OperatorsAgents"

1.1. Drop-down list with multiple choice "

Agents"

Designed to select the operatorAgent(s) information on which you want to look.

1.2. Drop-down list with multiple choice "Skills"

Designed to select the skill(s) information on which you want to look.

1.3. "

Agent's current status" table

Information about the status of the agent at the moment is displayed in this table.

Consists of columns:

• Operator Agent - operatoragent's name;
• Status - the status the operator agent is in at the moment;
• Time in status - the amount of time in which this subscriber is in the specified status;
• State - the state the operator agent is currently in;
• Time able - the amount of time in which this subscriber is in the specified state ;;
• A comment - indicates the reason for the break, which the operator agent chooses when he enters the pause mode;
• ID - user ID number.

There are such statuses:

• Offline - 0, red
• Online - 3, green
• Break - 2, orange;
• Break out - forcibly output to offline. Transfers to this status when the operator 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 operator agent is a member of,

There are such conditions:

• Distribution - connected to the subscriber, connects to the operatoragent;
• Busy - the call is connected to the operator agent and the subscriber;
• Waiting - waiting for connection with the subscriber;
• Post processing - the operator agent enters data on the call;
• Wrap up - a 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 operator agent is a member;
• Outgoing call - when the operator agent manually makes a call;
• Break - the operator agent is in pause mode;
• Missed - switches to this status when the operator agent missed the call. The duration of this status is indicated in the "Waiting time if there is no operator agent answer *" field on the "Dialing parameters" detail page of the command in which the operator agent is a member.

1.4. Block "Average call time of an

agent"

Displays the agent's average talk time over the selected period. The call time of all operators agents for the selected period is taken into account.

1.5. Block "Average retention time by the

agent"

Shows the average time of the operator agent holding a call on pause for the selected period. Data for all operators agents is taken into account.

1.6. Block "Statuses"

Displays the number of agents in statuses:

• Offline
• Online
• Break
• Break out

1.7. "

Agents" table

Displays general statistics on the incoming queue in the context of the most operatorsagents.

Comprises:

• Operator Agent - operatoragent's name;

• Login Time - the time when the operator agent first logged in the system;

• Logout time - time of the operatoragent's last logout from the system;

• Time in the system - displays the amount of time that the operator agent was in online status, or break status;

• Disposal - displays the percentage of online status to system time;

• ACD calls - the number of calls that got to the operator agent from the input queue;

• Outgoing queue - the number of calls that got to the operator agent from outgoing queues,;

• Outgoing calls from internal number - the number of calls that the operator agent made using manual dialing;

• Total talk time - the total time spent by the operator agent in the conversation (from the moment the subscriber connects with the operator agent until the end of the conversation);

• Average talk time - average talk time of the given operatoragent;

• Holding Amount is the total time that the operator agent held the call (s) on pause;

• Avg hold time - average time of holding a call on pause by the given operatoragent;

• Break time - the amount of time that the operator agent spent in the break status;