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1. Description
It is designed to view the history of the states where the Agent was.
It consists of the following elements:
- Top bar (Fig.1(1));
- Filtration block (Fig.1(2));
- Registry (Fig.1(3));
- Pagination (Fig.1(4)).
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Fig. 1. State history tab
1.1. Top bar
Include Page Top Bar on tabs of an Agent in the Supervisor Application Top Bar on tabs of an Agent in the Supervisor Application
1.2. Filtration block
It is designed to filter the data displayed in the registry.
It consists of the following elements:
- Filtering fields (Fig.9(1));
- Reset filters button (Fig.9(2));
- Expant filters button (Fig.9(3)).
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Fig. 9. Filtration block
1.2.1. Filtering fields
Available fields for filtering:
- From - sets the start time of the period for which you want to view data;
- To - sets the end time of the period for which you want to view the data.
1.2.2. Reset filters button
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1.2.3. Expant filters button
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1.3. Registry
It is designed to display records with call data.
It consists of the following elements:
- Select visible columns (Fig.10(1));
Refresh button (Fig.10(2));
- Registry (Fig.10(3)).
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Fig. 10. Registry
1.3.1. Select visible columns
It is designed to select the columns displayed in the registry.
The Select visible columns modal window to display opens (Fig.11) when you click the Image Modified button.
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Fig. 11. Select visible columns modal window
Select checkbox - this column is displayed in the registry;
Clear checkbox - this column is not displayed in the registry.
1.3.2. Refresh button
(Fig.3(2)). Include Page Refresh button Refresh button
1.3.3. Registry
The data in the registry is updated every 10 seconds.
The following columns are available in the registry:
- State;
- Start;
- End;
- Duration.
1.3.3.1. State
Displays the name of the state the Agent was in.
There are such states:
- waiting - waiting for a connection with the Subscriber;
- offering - connected to the Subscriber, connecting to the Agent;
- answered - active call;
- active - active chat;
- bridged - the call is connected to the Agent and the Subscriber;
- hold - the call is on hold;
- processing - the Agent enters the data on the call;
- chat - operator in the chat;
- wrap_time - pause between calls. The duration of this state is entered in the Wrap up time field on the Timing tab of the Agents Team;
- missed - enters this state when the Agent misses the call. The duration of this state is entered in the No answer delay time field on the Timing tab of the Agents Team;
- pause - Agent on pause. The name of this state changes according to the name of the pause. You can see available pauses on the Agent statuses page;
- break_out - force the Agent to go offline. Sets to this state when the Agent has missed the maximum number of calls allowed, which is entered in the Max no answer field on the Timing tab of the Agent's Team;
- online - Agent in online;
- offline - Agent in offline.
1.3.3.2. Start
...
Displays the time the state was entered.
1.3.3.3. End
Displays the time the Agent exited this state.
1.3.3.4. Duration
Displays the amount of time the Agent spent in this state.
1.4. Pagination
Include Page Pagination Pagination
2. Opportunities
2.1. View information for a specific period
Goal | View information for a specific period |
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Preconditions |
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Steps |
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Result | The registry displays records for the selected period. |
2.2. Select of displayed columns in the registry
Goal | Select of displayed columns in the registry |
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Preconditions |
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Steps |
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Result | The modal window closes. The selected columns are displayed in the registry. |
2.3. Changу Agent status
Goal | Change Agent status from Online to Pause |
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Preconditions |
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Steps |
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Result | The Agent has entered the Lunch pause status. |
2.4. Call to the Agent
Goal | Make a call to the Agent |
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Preconditions |
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Steps |
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Result | A call is made to the Agent. |
Table of Contents |
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