It is designed to configure Agents. A User who has a Call Center license can become an Agent.
It consists of the following elements:
- Creation tool (Fig.1(1));
- Search field (Fig.1(2));
- Refresh button (Fig.1(3));
- Registry (Fig.1(4));
- Pagination (Fig.1(5)).
Fig. 1. Agents page.
Use the Add button (Fig.1(1)) to create a new object. Access to a General tab opens after clicking. You can open tabs for existing Agents through the entries editing tool (see paragraph 1.4.7).
Tabs:
The search is performed on the Name column.
Consists of an input field and a close button (), which is displayed when you enter data in the input field.
You can create a search query in regex format, and the system will display the results that match it.
It consists of an input field and a close button () displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.
Updating the register table is performed by clicking on the refresh button -
(Fig.1 (3)).
The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:
- Checkbox;
- Name;
- Status
- Status time;
- Team;
- History tool;
- Editing tool;
- Removal tool.
Used to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears. It contains the Yes, No, and close () buttons. Clicking the Yes button deletes the entries. Clicking the No button closes the modal window, and the entries are not deleted.
All records on the page will be selected if you select the checkbox in the header.
Fig. 2. Confirm deletion modal window
The name of the Agent is displayed here.
It shows what status the Agent is in.
There are such statuses:
Offline;
Online;
Pause;
Break out.
It shows how long the Agent has been in the state displayed in the Status column.
It displays the name of the Team the Agent belongs to.
1.4.6. History tool
The State History modal window opens (Fig.3) when clicking the button.
Fig. 3. State history modal window
Time parameters are set, and the list of entries is displayed in the modal window. Available pagination and buttons to close the modal window.
The registry consists of the following columns:
- State;
- Channel;
- From;
- To;
- Duration.
There are such states:
- waiting — waiting for a connection with a Subscriber;
- offering — connected with the Subscriber; connects with the Agent;
- answered — active call;
- active — active chat;
- bridged — the call is connected to the Agent and the Subscriber;
- hold — call on hold by the Agent;
- processing — the Agent enters call details;
- chat — the Agent serves a 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 — occurs when the Agent missed 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 — the Agent is forcibly taken offline. This state occurs when the Agent has missed the maximum allowed number of calls, 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.
There are such channels:
The time when the Agent entered this state.
The time when the Agent left this state.
The amount of time the Agent spent in this state.
The General tab opens after clicking on this button. You can change the object's data and go to other tabs for editing.
It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.
Fig. 4. Confirm deletion modal window
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.
2.5. View an agent's state history
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