The Status tab in the Control Panel provides real-time information about queues and agents. It shows the number of interactions waiting to be served in a queue, the longest waiting interaction in a queue, the number of eligible agents in busy state, and the status of agents. Supervisors can check the status of queues and agents they supervise, and communicate with agents instantly via chat or call.
The Status tab organizes the status of queues and agents in separate tabs:
Filter queue status information by queue relationship, member status, and media type.
Filter queues by:
Note: If you are disabled from serving a queue, you can still view the status of that queue, but the queue appears gray in the directory.
Filter agents by:
Note: The status shown in the Directory tab in is retrieved from Virtual Office and not from Agent Console.
Bookmark agents you contact often and queues used often, and track their status every time you log in with just a click on the Favorites tab.
For example, you are one of five managers in the AcmeJets Support agent group. You manage seven team members out of the 50 members belonging to the group. You can mark these seven team members as your favorites and monitor their status with just a click, rather than sifting through the status of the whole team.
Using the Recents tab:
Note: The Recents tab does not include participation in a chat or a call.
With just a single click, you can call or chat with an agent from the Status tab. In the Status tab for agents, right-click an agent in the panel for a context-sensitive pop-up menu with options to:
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