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This guide explains the information presented in the Agent dashboard. The Agent dashboard provides status and performance information for all Agents online with the option of viewing offline Agents as well.
(A) Agent filter - The dashboard initially defaults to showing all Agents, click to filter information by a specific or multiple Agents.
(B) Queue filter - The dashboard initially defaults to all queues, click to filter information by a specific or multiple queues.
(C) Show Offline Agents - The dashboard initially defaults to show only online Agents. Click to include offline Agents.
Agent Status and Performance - Note: You can sort this table by clicking on any column.
(D) Queues - Indicates the list of queues the Agent is assigned.
(E) Status - Indicates the Agent’s current state and whether or not they are able to take new calls. Blue represents an On Call status, green represents a Ready status (ready to take calls), yellow represents the Cooldown status where Agents are unable to take calls for a temporary period of time, and red includes all status' that leave an Agent inactive such as Lunch or Break. Note: System administrators can change an Agent's status by clicking the dropdown and selecting available inactive status options. Options here sync with what is available in the call bar. Users without administrative rights, will not see the dropdown.
(F) Time in Status - The duration the Agent has been in their current status.
(G) Answer Rate - The percent of the total inbound calls and outbound Callback tasks assigned to an Agent that were answered and completed. Note: The Answer Rate formula is [Answered / (Presented-Abandoned)].
(H) Calls - Total number of inbound and outbound calls presented to an Agent.
(I) Ans - Total number of inbound and outbound calls an Agent has answered.
(J) Rej - Total number of inbound and outbound calls an Agent has rejected.
(K) Casc - Total number of times a call was presented and not answered by the initial Agent and cascade to the next Agent.
(L)Aban - Total number of times a call was presented
and answered by an Agent; howeverto an Agent but before the Agent answered, the caller had hung up
before the conversation began.
(M) Avg Talk Time - Average duration a specific Agent has been on a call.
