Content Comparison

Displays information about the Agent.

It consists of the following elements:

1. Resizing block icon (Fig.1(1));

2. Expand the block button (Fig.1(2));

3. Amount of time in statuses (Fig.1(3));

4. List of Queues (Fig.1(4));

5. Team information (Fig.1(5));

6. Information about pauses (Fig.1(6));

7. Agent evaluation (Fig.1(7)).

Image Removed

Image Added

Fig. 1. General info 

1.1. Resizing block icon

When you click the Image Modified icon, the block is enlarged, and the button changes to the Image Modified icon icon.

When you click the Image Modified icon icon, the block is reduced, and the button changes to the Image Modifiedicon.

1.2. Expand the block icon

When you click the Image Modified icon icon, the block expands to the entire page, and the button changes to the Image Modified icon icon.

When you click the Image Modified icon icon, the block is reduced to the previous size, and the button changes to the Image Modifiedicon.

1.3. Amount of time in statuses

It displays the amount of time spent in a status.

Image Modified - — offline;

Image Modified - — pause;

Image Modified - — online.

Time is counted from the first entry in the last 24 hours. If the Agent has been offline for 24 hours or more, 24:00:00 will be displayed.

1.4. List of Queues

It displays information on the Queues with which the Agent works (Fig.1(4)).

Only Queues that are enabled are displayed.

Image Modified - — displays the number of Agents in pause mode who serve this Queue;

Image Modified- displays the number of Agents online that serve this Queue;

Image Modified - — the number of subscribers to be served is indicated here.

It is possible to collapse/expand the Queue list block using the Image Modified/Image Modified buttons.

1.5. Team information

Information about the Agent and the Team in which the Agent is a member is displayed here (Fig.1(5)).

Name - — the Team name of which the Agent is a member.

Supervisor - — displays the Agent's Supervisor(s) name or names. Assigned on the Generaltab of the Agent. 

Auditor - Auditor —  displays the Agent's Auditor(s) name or names. Assigned on the Generaltab of the Agent. 

1.6. Information about pauses

Here information on pauses is displayed - — the name of the pause, the amount of time spent in the pause, the set time limit for this pause (Fig.1(6)).

1.7. Agent evaluation

It displays the number of graded calls by Auditors and Supervisors, as well as the Agent's overall rating.

The data for the current month is displayed.

The total score is rounded to the nearest hundredth (0.00).