1. Description

Designed to view information on agents.

Consists of:

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

Dashboard "Agents"

1.1. Drop-down list with multiple choice "Agents"

Designed to select the Agent(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:

• Agent - agent's name;
• Status - the status the 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 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 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 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,

There are such conditions:

• Distribution - connected to the subscriber, connects to the agent;
• Busy - the call is connected to the agent and the subscriber;
• Waiting - waiting for connection with the subscriber;
• Post processing - the 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 agent is a member;
• Outgoing call - when the agent manually makes a call;
• Break - the agent is in pause mode;
• Missed - switches to 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.

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 agents for the selected period is taken into account.

1.5. Block "Average retention time by the agent"

Shows the average time of the agent holding a call on pause for the selected period. Data for all 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 agents.

Comprises:

• Agent - agent's name;

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

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

• Time in the system - displays the amount of time that the 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 agent from the input queue;

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

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

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

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

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

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

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