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Team View

The Team view is where you focus on your overall status in real time.

Important
Access to metrics is controlled by user roles defined by your administrator (role−based access). Only metrics to which you have access are displayed in the Team view.


Some default columns include:

  • Alert State—The agent’s current alert state is indicated by a colored icon. In addition to red and green, a gray icon indicates the agent is not logged in.
  • Agent Name—The first initial and last name of the agent.
  • State—The agent’s current state. The following list displays the available agent states in alphabetical order.
    After Call Work
    Agent Work Not Ready
    Call Conferenced
    Call Dialing
    Call Held
    Call Initiated
    Call Internal
    Call Outbound
    Call Unknown
    Logged Off
    Logged On
    Monitored
    Not Monitored
    Not Ready
    Off Hook
    On Hook
    Ready
    Talking
  • Time in Current State—The amount of time that the agent has been in the current state (minutes:seconds).
  • Reason Code—A code indicating the reason for the agent's most recent change of state.
  • Agent ID—The agent’s identification.
  • Login Time—The login date and time of the agent.
  • Current Skill—The agent’s current skill (column availability is dependent on the Frontline Advisor configuration in your enterprise).
  • Call Type—The current call type (column availability is dependent on the Frontline Advisor configuration in your enterprise).
This page was last edited on March 28, 2015, at 00:23.
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