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:

1. Search field (Fig.1(1));
2. Refresh button (Fig.1(2));
3. Registry (Fig.1(3));
4. Pagination (Fig.1(4)).

Image Modified

Fig. 1. Agents tab

1.1. Search field

The search is performed on the Name column.

1.2. Refresh button

1.3. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

1. Checkbox;
2. Name;
3. Supervisor;
4. Status;
5. 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. 

Image Added

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:

Image Added Offline;

Image AddedOnline;

Image Added Pause;

Image AddedBreak 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. 

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Fig. 3. Skills modal window

1.4. Pagination