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1. Description

It is designed for viewing the history of the states in which the Agent was.

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. State history 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)).

Fig. 2. Top bar

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.

Fig. 3. Status change menu

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.

Fig. 4. Agent on Break out

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?

Fig. 5. Select the reason for the pause modal window

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)

Fig. 6. Call window

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

Fig. 7. Expanded call window

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; 

Fig. 8. Call window when dialing Agent


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. Expand 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. Expand filters button

Represented as a  button, all fields for filtering are revealed when clicked.

Note

The number of fields displayed may vary depending on the browser window size. Use the  button to expand all fields.

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 opens (Fig.11) when you click thebutton.

Fig. 11. Select visible columns modal window

Select the checkbox - this column is displayed in the registry;

Clear the checkbox - this column is not displayed in the registry.

1.3.2. Refresh button

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

(Fig.3(2)).

1.3.3. Registry

The data in the registry is updated every 10 seconds.

The following columns are available in the registry:

  1. State;
  2. Start;
  3. End;
  4. 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 - the Agent is in the chat;
  • wrap_time - a pause between calls. The duration of this state is entered in the Wrap up time field on the Timing tab of the Agent's 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 Agent's 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 is online;
  • offline - Agent is 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

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. View information for a specific period

Goal

View information for a specific period

Preconditions
  1. Access to the Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The presence of at least one Agent.

Steps


  1. Click on the From field (Fig.9). The calendar opens;
  2. Select the date and time of the beginning of the period for which you want to view information;
  3. Click the Add button. The calendar closes. The selected date and time are displayed in the From field;
  4. Click on the To field (Fig.9). The calendar opens;
  5. Select the date and time of the end of the period for which you want to view information;
  6. Click the Add button. The calendar closes. The selected date and time are displayed in the To field.

Result

The registry displays records for the selected period.

2.2. Selection of displayed columns in the registry

Goal

Select displayed columns in the registry

Preconditions
  1. Access to the Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The presence of at least one Agent.

Steps


  1. Click thebutton. The Select visible columns modal window opens (Fig.4).
  2. Columns to display in the table - select in the checkbox: columns that should not be displayed - clear checkboxes.
  3. Click the Add button.

Result

The modal window closes. The selected columns are displayed in the registry.

2.3. Change Agent status

Goal

Change Agent status from Online to Pause

Preconditions
  1. Access to the Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The Agent in Online status;
  4. The presence of a Lunch pause, for example.

Steps


  1. Click on the status change menu (Fig.2(4)). A drop-down list opens.
  2. Select Pause by clicking on it. The Choose a reason of pause modal window opens.
  3. Select Lunch by clicking. The OK button becomes active.
  4. Click the OK button.

Result

The Agent has entered the Lunch pause status.

2.4. Call the Agent

Goal

Make a call to the Agent

Preconditions
  1. Access to the Supervisor application;
  2. Access to the Agents section in the Supervisor application;
  3. The presence of at least one Agent.

Steps


  1. Click the Call button (Fig.2(3)). The call window opens (Fig.3)
  2. Click the button .

Result

A call is made to the Agent.

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