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Realtime

On the Realtime page, you can monitor your agents’ work real-time per desk. 

To enter the page, click Realtime in the main menu. 

To adjust the view, you can use numerous settings, sorting and filtering options.

The page presents data on incoming calls per queue and shows detailed real-time data for each agent.

Settings, Sorting and Filtering

In the page header, there are various filtering and sorting options, as well as settings you can use to view the information you need.

  • Stats Control: shows the timeframe set for the statistics. To change the timeframe, click Stats Control and select the necessary value, then click Update.

  • Panel Size: move the toggle right and left to change the real-time panel size, which allows you to see either more agents on the screen in smaller boxes or fewer agents in larger boxes.

  • Toggle full screen: click to see the agent cards fullscreen.

  • Select Desk: select one or more desks in the drop-down list to filter the displayed results. 

  • Select Status: select one or more statuses in the drop-down list to filter the displayed results. 

  • Click this icon to sort the results by agent status. Drag the lines along and set the required priority for calls on the page. Then click Update.

  • Apply more sorting criteria. Additionally, you can place the results in the ascending or descending order.

     

Queues

Under the header, information on queues is located. These statistics are related to incoming calls only. 

In the Queues Waiting Calls section, the currently waiting calls are displayed.  

In the Queues section, the statistics for each queue is shown. 

Realtime Data per Agent

In the boxes below, you can see real-time information per agent. 

  1. Call status

  2. The agent’s name and extension number

  3. The destination phone number (for outgoing calls)

  4. Actions (Please see the topic below)

  5. The total pause time for the agent

  6. The duration of the current state

  7. The caller ID (the DID number displayed to the destination party of the outgoing calls)

  8. The caller’s phone number (for incoming calls)

  9. The number of incoming and answered calls within the selected timeframe

Actions

  • Whisper - allows interacting with the agent and the customer: listen to the call and speak to the agent or both parties. To use the feature:
    1. Click Actions  and select Whisper.
    2. In the window that opens, enter your user login in the box and click Whisper.
    3. Answer the incoming call.
    You will start listening to the agent.
    To switch to the Whisper mode, press 5. To switch to the Barge mode, press 6.

  • Statistics - redirects you to the Stats by Agent report for the current agent.

  • Logout - allows you to force the agent’s logout after they complete the current call.

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