Agents (Inbound Queue)
1. Description
The Queue gets those Agents with the necessary Skills. Skills are specified in the Skills tab.
It consists of the following elements:
Search field (Fig.1(1));
Refresh button (Fig.1(2));
Registry (Fig.1(3));
Pagination (Fig.1(4)).
Fig. 1. Agents tab
1.1. Search field
The search is performed on the Name column.
1.2. Refresh button
(Fig.1 (2)).
1.3. Registry
The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:
Checkbox;
Name;
Supervisor;
Status;
Skill.
1.3.1. Checkbox
Use to select one or more entries.
1.3.2. Name
The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's General tab.
1.3.3. Supervisor
This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the Supervisors modal window (Fig. 2) opens, showing a list of Supervisors for this Agent.
Fig. 2. Supervisors modal window
1.3.4. Status
Displays the status in which the Agent was at the time of the last page refresh.
There are such statuses:
Offline;
Online;
Pause;
Break out.
1.3.5. Skill
Agent Skills are displayed.
If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the Skill's name, the Skills modal window (Fig. 3) opens, showing a list of Skills for this Agent.
Fig. 3. Skills modal window
1.4. Pagination
- 1 1. Description
- 1.1 1.1. Search field
- 1.2 1.2. Refresh button
- 1.3 1.3. Registry
- 1.3.1 1.3.1. Checkbox
- 1.3.2 1.3.2. Name
- 1.3.3 1.3.3. Supervisor
- 1.3.4 1.3.4. Status
- 1.3.5 1.3.5. Skill
- 1.4 1.4. Pagination