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1. Description
Available in the following queues:
- Offline queue;
- Inbound queue;
- Preview dialer;
- Progressive dialer;
- Predictive dialer;
- Chat inbound queue;
- Inbound task queue.
The queue gets those agents with the necessary skills. Skills are specified in the "Skills" tab.
It consists of the following elements:
- Search field (Fig.1(1));
- Refresh button (Fig.1(2));
- Registry (Fig.1(3));
- Pagination (Fig.1(4)).
Fig. 1. Agents tab
1.1. Search field
The search is performed on the Name column.
Include Page Search field Search field
1.2. Refresh button
(Fig.1 (2)). Include Page Refresh button Refresh button
1.3. Registry
The registry is a list of entries of existing objects in this sectionpartition, each of which consists of a set of fields:
- Checkbox;
- Name;
- Supervisor;
- Status;
- Skill.
1.3.1. Checkbox
Use to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of records selected for deletion appears when you hover over this tool.
1.3.2. Name
The name of the agent is displayed here. Clicking on an agent's name opens that agent's General tab.
1.3.3. Supervisor
This displays the supervisor assigned to the agent. If there are several supervisors, then the name of one supervisor and the number of other supervisors are displayed. When you click on the supervisor's name, the Supervisor modal window (Fig. 2) opens, showing a list of supervisors for this agent.
Fig. 2. Supervisor modal window
1.3.4. Status
Displays the status in which the agent was at the time of the last page refresh.
There are such statuses:
Offline;
Online;
Pause;
Break out.
1.3.5. Skill
Agent skills are displayed.
If there are several skills, then the name of one skill and the number of other skills are displayed. When you click on the skill's name, the Skills modal window (Fig. 3) opens, showing a list of skills for this agent.
Fig. 3. Skills modal window
1.4. Pagination
Include Page Pagination Pagination
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