...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
...
| hidden | true |
|---|
...
Drupal URL:
...
https://knowledge.star2star.com//kb/3061
...
Source Document URL:
...
https://docs.google.com/document/d/110bwptyUYM56IUS9-J1iTUh1QzbheRkLRuwbot-DshM/edit?usp=sharing
...
Salesforce KB URL:
...
N/A
Introduction
The Agents Monitor tool displays an activity list of the Agents who are currently logged into the system and provides Agent monitoring options for Supervisors and Managers.
...
Considerations
Please review the How is Productive and Unproductive Pauses Calculated article to ensure you clearly understand how the Agent Pause Times are calculated in the reports and monitoring tools.
...
From the Contact Center menu, select Agents Monitor. The Agents Monitor page is displayed.
...
Agent Monitoring Section:
...
To sort the information by a column, click the applicable column header.
To display details for inbound ATT and outbound ATT and hide the Total ATT column, select the Show ATT Details checkbox.
To view Agents not logged into the system, select the Show Offline Agents checkbox. To use the Edit Agent option, verify the applicable Agent is not logged in.
Click the arrow (>) next to the Agent’s name to display the following Agent monitoring and editing options.
Note: When the Agent is online, the Agent’s information cannot be edited.
...
Option | Description |
1 | Opens the Agent Panel of the selected Agent to provide access to the same information and call options as the Agent. This Agent Panel won't show the WebChat conversations the Agent is handling. For more information about the Agent’s interface, refer to the Sangoma CX Agent User Guide. |
2 | Shows a detailed report of the Agent’s call activity, including ATT, disconnection rate, inbound calls, and outbound calls. |
3 | Displays the Queues to which the Agent is assigned. |
4 | Opens the Agents page if the Agent is not logged in to add or remove queues and enable or disable the Agent’s account. Otherwise, the Active Agents page opens and lists all active Agents, as the Agent’s information cannot be edited when the Agent is online. |
5 | Pauses the Agent. From the Pause Reasons screen, select the applicable Pause Reason. |
6 | Logs the Agent out of all assigned Queues. |
7 | Enables Whisper to advise/coach the Agent without the caller hearing. To set up the option, enter your Extension number. |
8 | Enables listening to the Agent’s Extension. To advise/coach the Agent, click Whisper . |
...
| Page Properties | ||||||||
|---|---|---|---|---|---|---|---|---|
| ||||||||
| ||||||||
...
|
| Page Properties | ||||||
|---|---|---|---|---|---|---|
| ||||||
|