Real-time information of all the Agents who are logged in to that particular LOB will be displayed.
Access Agent via CMS Portal: Real Time>Agent
Definition of Agent view:
| Metric Name | Definition |
|---|---|
| View More | It provides Additional information regarding every agent. |
| Status | The status of the Agent, it can be set to 'Available, Break, Busy, Lunch etc'. |
| Time on Calls | The Total duration the agent was available on Calls talking. This includes both Inbound and Outbound Calls made by the agent for that particular day. |
| Time on Available | Total time spent by agents on Available status for that particular day. |
| Time on Break | Total time spent by agents on Break status for that particular day. |
| Time on Busy | Total time spent by agents in Busy status on that particular day. |
| Time on Lunch | Total time spent by the agent while on lunch on that particular day. |
| Force Logout button | This is an option made available to the Supervisor to log out agents forcefully from the system. |
| Make Available button | An option for the supervisors to change the status of the agent to an Available state from states like Busy, In Call etc. |
|
Make Busy button |
An option for the supervisors to change the status of the agent to Busy state from an Available state. |
Toggle between the to view the agents in the icons format or in the list format:
| List View | Icon View |
|---|---|
Note: If there are more statuses selected by the Agents all the state information will be dynamically captured on the reports.