XactView V3-Queue Agents Widget

The Queue Agents widget displays all agents currently logged into a queue along with the agent's call state and statistical information.

Properties

Call State- This column is unnamed and displays a colored icon that represents the agent's current call state.
Name- The name and extension number of the agent.
Talking To- The caller ID name and number of the call the agent is currently on the phone with.
Talk Time- The amount of time the agent has been on a call.
Agent Name- The name assigned to the agent when the logged into the queue.
Agent State- The current state of the agent.
Calls Taken- The number of calls that the agent has taken from the queue.
Last Call Time- The time the last call was taken by the agent from the queue.
Penalty- The current penalty value assigned to the agent. Penalties define the priority in which the calls are distributed to agents when using a ringall strategy. Agents with the lowest priority will ring first.

Please note that all the above options may not appear by default. Hover your mouse over the headers and a small "arrow" will appear at the far right side of the widget. Click on this drop-down and more options will appear. Options in bold are already displaying and will have a small circle in front of it. Greyed out options are not currently displaying, but you can click on each one to display as many or as little as you want for this widget.

Actions

Pause/Unpause- You can use the "Pause/Unpause" button to toggle the agent's pause state. Agents that are paused will not take calls from the queue but will still remain part of the queue.
Set Penalty- The "Set Penalty" button allows you to set a new penalty value for an agent.
Logout- The "Logout" button allows you to remove an agent from the queue.

Drag and Drop

The Queue Agents widget allows you to drop calls on an agent in the list in order to transfer a call to that agent. You can also drag the agent to other locations in the panel. If the agent is on a call, dragging it will result in the call they are on being dragged for transferring to another location in the system. If the agent is not on a call, dragging it will result in the agent being dragged for origination's.