Monitor_an_agent’s_current_status_and_activity

Monitor_an_agent’s_current_status_and_activity

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Monitor an Agent's Current Status and Activity

Click the Menu button and then select Monitor Agents.
Select the name of the agent group you wish to monitor from the Select Agent Group options list.
Observe the current status and status durations of the logged on agents. This indicates their availability status and the type of communication they are handling.

The possible statuses are:

Status	The agent is
Available	Logged on and available to take and make calls.
Available -Internal Only	Logged on and available to take internal calls and to make calls.
Available -Direct Only	Logged on and available to take calls made to their extension or to their direct dial and to make calls.
Reserved	An OUTBOUND call has been selected for this agent, preventing them from changing state or logging out, until the call has been handled.
Inbound	On an inbound call.
Inbound Hold	On an inbound call and has put the call on hold.
Outbound	On a manual outbound call.
Outbound Hold	On a manual outbound call and has put the call on hold.
Preview	Previewing an OUTBOUND dialler contact.
SMS	Handling an SMS message.
Dial	On an OUTBOUND dialler call.
Dial Hold	On a dialler call and has put the call on hold.
Email	Handling an email message.
Web chat	Handling a web chat.
Facebook	Handling a Facebook message.
Twitter	Handling a Twitter message.
Wrap-up	In wrap.
Unavailable	In an unavailable status.