TMS Feature - Realtime Monitor: Realtime Agents
The Realtime Agents page shows the current status of agents; this page is possibly the primary tool for Call Centre Managers/Team leaders to keep informed as to agents’ behaviour patterns. It is possible to filter by group, and even status, for convenience.
Agents are displayed in their nominated groups, with the following details:
Calls: The number of calls that the agent has received.
Call Time: This will show the duration of the call if the agent is in use.
Status: Displays the current state of the agent.
Details: Works in conjunction with the Status field, giving detail of the current state.
Duration: Also linked to Status, giving the duration of the current state.
Login Time: This will display what time the agent logged into the Agent Workspace initially today.
Pause status is a special state, with the colour of its icon depicting a variance. Blue pause icons indicate a productive pause, whilst a red icon indicates non-productive pauses. The colour of the duration timer is also relevant, as when an agent has gone over the threshold set, the duration timer will turn red.
Campaign Hold
Occasionally it may be necessary to have an agent be available to take or make manual calls whilst in a campaign; rather than removing the agent from the campaign and re-adding them, a special state of “Campaign Hold” was created. By selecting Status on the particular agent, a tooltip with an option to initiate a Campaign Hold is available, as well as the ability to Force Log Off.
When an agent is in this Campaign Hold state, the agent icon changes to a warning indicator, and they will not receive calls from a campaign, thus free to make or take a manual call.
When the administrator wishes to remove the Campaign Hold state, a similar process is followed.
Articles Related Links:
TMS Feature - Realtime Monitor: Current Calls
TMS Feature - Realtime Monitor: Realtime Extension
TMS Feature - Realtime Monitor: Realtime Queues
TMS Feature - Realtime Monitor: Realtime Campaigns
TMS Feature - Realtime Monitor: Realtime Dialer Status
TMS Feature - Realtime Monitor: Realtime Conference
TMS Feature - Realtime Monitor: Realtime Agents
TMS Feature - Realtime Monitor: Connectivity
How to View Realtime Current Calls
How to Use Whisper/Spy/Barge in Current Calls
Related Articles
TMS Feature - Realtime Monitor: Realtime Conference
The Realtime Conference page displays any realtime conferences currently happening along with the participants, duration and conference room name. An administrator can lock the conference room, making it inaccessible to any further participants. By ...TMS Feature - Realtime Monitor: Realtime Dialer Status
Realtime dialer status is a troubleshooting submenu item particular to Power Dial campaigns; since the system will be dialling behind the scenes, it allows an administrator to determine if there are calls being dialled for a particular campaign or ...TMS Feature - Realtime Monitor: Connectivity
In Connectivity, an administrator can view the current state of all ViBE tunnels. This display shows information regarding the following: Calls - This shows the number of current calls against available licenses. Quality - A representation of the ...TMS Feature - Realtime Monitor: Realtime Campaigns
The Realtime campaigns page display shows an overview of all the currently active campaigns. Much like pages in Analytics, each value in the table can be selected for more details on the calls that match the selected value. Selecting a campaign name ...TMS Feature - Realtime Monitor: Realtime Extension
Realtime Extensions The realtime extensions page shows the current status of extensions as well as their current latency. A latency measure of more than 200ms can indicate a poor connection, and call quality may suffer. If an extension is online, a ...