MONITOR AGENTS WORK IN REALTIME

In the Realtime Section you can monitor Agents at work and change their status on the fly, according to your organization needs:

The list shows, for all the agents currently logged in the system, general and per-channel activity information:

The list of Agents Activities can be searched or filtered clicking on:

The filters available are:

Agent General Section:

Name and internal number
Status, which can be:
- IDLE if the Agent is currently not working on all the channels
- BUSY if the Agent is currently working on one or more channels
- PAUSE/DEFAULT PAUSE/LOGININPAUSE/CUSTOMPAUSE: if the Agent is in pause (one of the available types of pause or any Custom Pause defined in Tools: Pause)
- ONHOLD if the Agent is currently on hold
Login Time: the time the Agent is logged in
Pause Time: the time the Agent is in Pause

You can click on

in order to change the Agent Status

to Logout or Pause, or to Add/Remove the Agent to a Voice Queue (this change doesn’t apply to interactions which are already ongoing).

If the Agent is already in Pause you will see a different command menu

with an End Pause command (you can also change the Pause type).

The Voice Section: examples

Per Channel Section:

for any available Channel installed on your XCALLY Motion server, you will see a specific column reporting the activities of the Agent:

Voice shows the following information:
- Status, one among:
  - UNAVAILABLE: the Agent Phonebar or device is currently unavailable
  - UNKNOWN: the Agent Phonebar or device status is unknown (e.g. the Agent has never used them)
  - IDLE: the Agent is not engaged in any voice interaction (voice call)
  - RINGING: the Agent device or Phonebar is currently ringing
  - TALKING: the Agent is currently engaged in a voice interaction (voice call)
  - PAUSE: the Agent is in pause
Info:
- the name of the queue the call has been managed (if any)
- the caller number (inbound) or the called number (outbound)
- the call timer

Other Channels (Chat, Email, SMS, Open Channel and Fax) where the Agent activity can be one of the following:
- IDLE: the Agent is not engaged in any interaction
- WORKING: the Agent is currently engaged in an interaction
- PAUSE: the Agent is in pause

For all the Channels, except the Voice channel, the Status can also be MAXCAPACITY when the number of the max concurrent open interactions for the Agent is reached (see here how to configure this value for the Agent

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