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After Call Work

Also known as ACW. The state where a device, on behalf of an agent, is no longer involved with an Automatic Call Distributor (ACD) call. While in this state, the agent is performing administrative duties for a previous call (or another media interaction) and cannot receive further calls from the ACD.
See also Ready and Not Ready.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

In Call

In Premier Edition Cloud, the state where an agent is engaged in a call. This information provides the total number of agents with a certain skill that are currently engaged in a call. This information is used to monitor agent performance or for data used in both real-time and historical reporting.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Not Ready

The state where an agent is logged in to an Automatic Call Distributor (ACD) group, but is not prepared to handle calls that the ACD distributes. While in this state, an agent can receive calls that are not handled by the ACD.
See also Ready and After Call Work.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Ready

The state where an agent is logged in to an Automatic Call Distributor (ACD) group and is prepared to handle calls that the ACD distributes.
See also Not Ready and After Call Work.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Logged Out

In Premier Edition Cloud, the state where an agent is logged out of the system. This information is used to monitor agent performance or for data used in both real-time and historical reporting.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Reason Code

Information that is entered by an agent to indicate their status and specify to the ACD the types of calls to which the agents are handling, which supplements real-time agent states. A reason helps define the precise nature of the agent state to which it is attached.

This functionality requires a switch that supports the inclusion of reason codes with Genesys TEvents, or a custom agent desktop that adds reason codes. Formerly called Aux Code.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Users View

The Users view displays either all of the agents within your contact center (administrator) or the agents within your team (supervisor). You can use this view to better monitor the real-time statistics of these agents and manage their information.

Open this view by clicking the Users tab at the top-left of the screen:

VCC Users View Tab.png

The Users view can also help you better understand when agents need assistance and why agents are not available to handle calls. For example:

  • When an agent is in the ACW or the Not Ready status, the active Reason Code is displayed for that agent in the Channel Status column, which allows you to know what the agent is doing either post call or while not available to handle calls.
  • When an agent is in the In Call status, the active skill is displayed for that call in the Target Skill column, which allows you to know what type of call the agent is handling. In the Duration column, you can see how long the agent has been on the call. Since an agent might have multiple skills, this additional data displays the agent skill to which the active call was routed.
Important
  • When an agent performs a skill-based transfer to a new skill, the related information is updated accordingly to display this new skill. The status of the agent who initiated the transfer displays as After Call Work or Ready (depending on the value set by the administrator for the wrap-up time, which is set using Settings > Desktop > Permissions).
  • VCC Dashboard only counts calls that are actually answered for agent and skills. VCC Dashboard does not count zero duration calls, calls abandoned while ringing, or manually dialed outbound calls initiated by an agent.
  • There might be a 10-second delay in the refresh rate between the agent status and the time in current state (TiCS) in the TiCS column in the Users table.

The Users view is divided into pages. The number of pages is displayed beside the VCC262 Navigation Arrows.png buttons located in the upper right-hand corner of the screen.

To navigate between these pages, click VCC263 Previous Arrow.png to view the previous or click VCC263 Next Arrow.png to view the next page.

What can I do with this view?

As a supervisor, you can:

As an administrator, you can:

How do I search for and filter agents?

You can directly search for specific team members (supervisor) or contact-center users (administrator) by name or you can filter your search by agent state, skills, or roles for each media channel: Voice, Chat, or Email.

The search and filter functions only support alphanumeric characters. For example, if an agent has a hyphenated name, enter their name without the hyphen to complete the search.

How do I search by agent name?

You can use the search tool to find a specific team member by name by typing the name of an agent into the Search By Name field. Press Enter to start the search and click X to clear the search field.

VCC263 Search User.png

How do I filter by agent status?

You can filter by agent status to see only those team members (supervisor) or contact-center users (administrator) who have that particular status by clicking Channel Status to open a filtering drop-down list displaying the different agent statuses. Click the status in which you want to filter the users.

VCC263 States.png
Important
If you filter your search for team members in the Not Ready status, the drop-down list still displays both Not Ready and After Call Work statuses.

How do I filter by roles?

You can filter by roles to see only those team members (supervisor) or contact-center users (administrator) who have that particular role by clicking Roles to open a filtering drop-down list displaying the different roles. Click the role in which you want to filter the users.

VCC263 Roles.png

How do I filter by skill?

You can filter by skill to see only those team members (supervisor) or contact-center users (administrator) who have that particular skill by clicking Skills to open a filtering drop-down list displaying the different skills. Click the skill in which you want to filter the users.

VCC263 Skills Filter.png

Which statistics are available?

Click VCC Columns Button.png to select which columns are displayed in the Users view. The available columns depend on the channel you have selected. For example, you can select Call Duration as a column only if you are looking at the Voice channel.

Voice channel

Below are statistics available in the Voice channel. The statistic name in parentheses refers to the short name that appears in the Users view table.

[+] Click to show section

Email channel

Below are statistics available in the Email channel. The statistic name in parentheses refers to the short name that appears in the Users view table.

[+] Click to show section

Chat channel

Below are statistics available in the Chat channel. The statistic name in parentheses refers to the short name that appears in the Users view table.

[+] Click to show section

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This page was last modified on June 30, 2017, at 03:16.