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:
|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.