The status tab in the Control Panel provides real time status about 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 fellow agents. Supervisors can check the status of queues and agents they supervise, communicate with agents instantly through chat or call.
The Status tab organizes the status of queues and agents in separate tabs:
Search and retrieve status about a specific queue or an agent instantly. Search is not case sensitive.
Filter queue status information by queue type and queue member status. View the status of queues:
you are a member of but disabled to serve
type (Inbound Phone, Outbound Phone, Chat, Email, Voicemail)
Note: If you are disabled to serve a queue, you can still view the status of that queue, but the queue appears grey in the directory.
Similarly, you can filter agents based on agent group affiliation and current status. Status may be one or all of the following:
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 the five managers in 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,
Track those agents with who you initiated a call or a chat session in the past. The Recents tab lists those agents and displays their status. Your search results are locally stored.
Note: Does not qualify 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:
Monitor: Monitor the agent activity (SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Only Privilege)
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