1. Description

It is designed to view the history of calls served by the Agent.

It consists of the following elements:

1. Top bar (Fig.1(1));
2. Filtration block (Fig.1(2));
3. Registry (Fig.1(3));
4. Pagination (Fig.1(4)).

Fig. 1. Work log tab

1.1. Top bar

The top bar consists of a button to return to the Agents page (Fig.2(1)), displaying the name of the Agent (Fig.2(2)), the amount of time (Fig.2(5)), which they spent in each status, as well as:

1. Agent evaluation (Fig.2(3));

2. Status change menu (Fig.2(4));

3. Call button (Fig.2(6)).

Data updates occur every 10 seconds automatically

1.1.1. Agent evaluation

This displays the number of calls rated by Auditors and Supervisors, as well as the summarised rating of the Agent. 

Rating—total score. It is calculated by the formula sum(call ratings) / number of rated calls, rounded off to hundredths (0.00).

Calls with transfers are not rated.

Only a call that has a call recording and/or transcription can be evaluated.

One call can only be evaluated once.

1.1.2. Status change menu

The status change menu consists of a timer that displays the amount of time in this status since the last transition to this status and a drop-down list that opens when you click on the timer field (Fig.3). The drop-down list displays the available transition statuses. To switch to the desired status, click on it in the drop-down list.

There are such statuses:

 Offline;

 Online;

 Pause;

 Break out.

When the operator is in the Break out status, the drop-down list looks like in Fig. 4.

An Agent enters the Break out status only if they miss the number of calls entered in the Max no answer field on the Timing tab of the agent`s Team. This parameter is counted by distributed calls that the Agent missed, regardless of whether the subscriber dropped it or was distributed to another Agent.

The status change menu forces the Agent to enter the required status.

When you select the Pause status, a Select the reason for the pause modal window opens (Fig. 5). The modal window displays all available pause reasons and the amount of time: How much time the Agent was in this pause today / How much time is provided for being in this pause?

Which pauses will be displayed in the modal window depends on the settings on the Agent Statuses page in the Admin application.

1.1.3. Call button

The button is designed to call the Agent. When you click the button, a call window opens (Fig. 6)

When you hover the cursor over the window, it takes the following form (Fig.7):

When a call is accepted, the agent's name changes to its Extension, a talk time counter and additional tools appear (Fig.8), namely:

 - button to mute the microphone;   - the microphone is mute;

 - a call hold button; 

Clicking the end call button  ends the call and closes the window.

1.2. Filtration block

It is designed to filter the data displayed in the registry.

It consists of the following elements:

1. Filtering fields (Fig.9(1));
2. Reset filters button (Fig.9(2));
3. Expant filters button (Fig.9(3)).

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 

Represented as a button , all previously selected filters are reset when clicked.

1.2.3. Expant filters button

1.3. Registry

It is designed to display records with call data.

It consists of the following elements:

1. Select visible columns (Fig.10(1));

2. Refresh button (Fig.10(2));

3. Registry (Fig.10(3)).

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  button.

Fig. 11. Select visible columns modal window

Select checkbox (Fig.11(1)) - this column is displayed in the registry;

Clear checkbox (Fig.11(2)) - this column is displayed in the registry.

1.3.2. Refresh button

Updating the register table is performed by clicking on the refresh button - .

1.3.3. Registry

The data in the registry is updated every 10 seconds.

The following columns are available in the registry:

1. Date & time;
2. Direction;
   
3. Answered at;
4. Bridged at;
5. Queue bridged at;
6. Joined at;
7. Leaving at;
8. Hangup at;
9. Reporting at;
10. User;
11. Extension;
12. From;
13. To;
14. Destination;
15. Gateway;
16. Team;
17. Queue;
18. Member;
19. Duration;
20. Tags;
21. Display;
22. Hold;
23. Wait;
24. Billing;
25. Reporting;
26. Queue wait;
27. Queue duration;
28. Result;
29. SIP code;
    
30. Hangup cause;
31. Blind transfer.
    

1.3.3.1. Date & time

Displays the date and time of the event that occurred.

1.3.3.2. Direction

Displays call directions:

• • - inbound;
  • - outbound.

1.3.3.3. Answered at

The time is displayed when the connection with the subscriber took place - calls began to come to the subscriber.

1.3.3.4. Bridged at

Displays the connection time of the subscriber, or another Webitel User,  with the Agent.

1.3.3.5. Queue bridged at

Displays the connection time of the Agent with the Subscriber.

1.3.3.6. Joined at

Displays the time when the subscriber got into the Queue.

1.3.3.7. Leaving at

Displays the time when the subscriber left the Queue. The exit from the Queue is the connection with the Agent or the end of the call.

1.3.3.8. Hangup at

Displays the time the call ended.

1.3.3.9. Reporting at

Displays the time when Postprocessing started.

1.3.3.10. User

Displays the username.

1.3.3.11. Extension

Displays the user's Extension.

1.3.3.12. From

Displays the number from which the call originated. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.3.13. To

Displays the number of the called party. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.3.14. Destination

The number being called is displayed. Depending on the type of call, it has different meanings (see Tab. 1).

Tab. 1. Display data depending on the type of call

1.3.3.15. Gateway

Displays information on the Gateway that was used in this case.

1.3.3.16. Team

Displays the Agent's Team.

1.3.3.17. Queue

Displays the Queue that the call came from.

1.3.3.18. Member

Subscriber information is displayed.

1.3.3.19. Duration

Displays the amount of time spent on the call.

1.3.3.20. Tags

It is present in the records of calls in which an answering machine is configured in the routing with the ability to record a voice message.

1.3.3.21. Display

The number that is entered in the Resource settings is called through.

1.3.3.22. Hold

Displays the amount of time the call has been on hold. If there is no hold, the field is empty.

1.3.3.23. Wait

Displays the connection timeout.

1.3.3.24. Billing

Displays the amount of time the Subscriber has been connected to the Agent.

1.3.3.25. Reporting

Displays the amount of time the Agent spent on postprocessing.

1.3.3.26. Queue wait

Displays the time spent by the Agent in the Queue, from entering the Queue until the moment of connection with the Agent or until the end of the call in the case when the Subscriber ended the call without waiting for the Agent.

1.3.3.27. Queue duration

Displays the time spent by the Agent in the Queue from the moment they enter the Queue until the end of the call.

1.3.3.28. Result

Displays the result. There are the following result options:

• missed - missed by the Agent, present only in the Preview, when the Dialer did not reach the Agent and, accordingly, does not dial the Subscriber;
• timeout - present in calls that have postprocessing configured. It is set if the Agent did not have time to finish postprocessing in time;
• failed  - did not get through to the Subscriber;
• abandoned - got through to the Subscriber, but there was no connection with the Agent;
• success - successful result;
• cancel - canceled.

1.3.3.29. SIP code

Displays the SIP call termination code. Possible reasons can be found in Table 2.

1.3.3.30. Hangup cause

Displays the reason for ending the call. Possible reasons can be found in Table 2.

1.3.3.31. Blind transfer

The number to which the blind transfer was made is displayed here. When there is no blind translation, the field remains empty.