1. Description

Designed to view information on operators.

Consists of:

Dashboard "Operators"

Designed to select the operator(s) information on which you want to look.

Designed to select the skill(s) information on which you want to look.

Information about the status of the agent at the moment is displayed in this table.

Consists of columns:

Operator - operator's name;
Status - the status the operator is in at the moment;
Time in status - the amount of time in which this subscriber is in the specified status;
State - the state the operator is currently in;
Time able - the amount of time in which this subscriber is in the specified state ;;
A comment - indicates the reason for the break, which the operator chooses when he enters the pause mode;
ID - user ID number.

There are such statuses:

Offline - 0, red
Online - 3, green
Break - 2, orange;
Break out - forcibly output to offline. Transfers to this status when the operator missed the maximum number of calls, which is specified in the "Maximum number of unanswered calls" field on the "Dialing parameters" detail page of the command this operator is a member of,

There are such conditions:

Distribution - connected to the subscriber, connects to the operator;
Busy - the call is connected to the operator and the subscriber;
Waiting - waiting for connection with the subscriber;
Post processing - the operator enters data on the call;
Wrap up - a pause between calls. The duration of this status is indicated in the "Pause between calls *" field on the "Dialing parameters" detail page of the command in which the operator is a member;
Outgoing call - when the operator manually makes a call;
Break - the operator is in pause mode;
Missed - switches to this status when the operator missed the call. The duration of this status is indicated in the "Waiting time if there is no operator answer *" field on the "Dialing parameters" detail page of the command in which the operator is a member.

Displays the agent's average talk time over the selected period. The call time of all operators for the selected period is taken into account.

Shows the average time of the operator holding a call on pause for the selected period. Data for all operators is taken into account.

Displays the number of agents in statuses:

Displays general statistics on the incoming queue in the context of the most operators.

Comprises:

Operator - operator's name;
Login Time - the time when the operator first logged in the system;
Logout time - time of the operator's last logout from the system;
Time in the system - displays the amount of time that the operator was in online status, or break status;
Disposal - displays the percentage of online status to system time;
ACD calls - the number of calls that got to the operator from the input queue;
Outgoing queue - the number of calls that got to the operator from outgoing queues,;
Outgoing calls from internal number - the number of calls that the operator made using manual dialing;
Total talk time - the total time spent by the operator in the conversation (from the moment the subscriber connects with the operator until the end of the conversation);
Average talk time - average talk time of the given operator;
Holding Amount is the total time that the operator held the call (s) on pause;
Average retention time - average time of holding a call on pause by the given operator;
Break time - the amount of time that the operator spent in the break status;

Operators