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State history

State history

Owned by Olesya Tantsyura
Last updated: Dec 31, 2024
5 min read

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. Filter block (Fig.1(2));

  3. Registry (Fig.1(3));

  4. Pagination (Fig.1(4)).

Fig. 1. State history tab

1.1. Top bar

1.2. Filter 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. Filter 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 

1.2.3. Expand 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 opens (Fig.11) when you click thebutton.

Select visible columns modal window (State history).png

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

(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

2. Opportunities

2.1. View information for a specific period

Goal

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

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 the button. 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

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

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)

Result

A call is made to the Agent.

 

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