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)).

Open

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)).

Open

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.

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

2.2. Selection of displayed columns in the registry

2.3. Change Agent status

2.4. Call the Agent