1. Description

It is designed to view and configure the basic information on the Agent.

It consists of the following elements:

Top bar (Fig.1(1));
Setting bar (Fig.1 (2));
Pause bar (Fig.1 (3)).

Fig. 1. General tab

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:

Agent evaluation (Fig.2(3));
Status change menu (Fig.2(4));
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. Setting bar

It is used to set parameters for the Agent using the following fields:

Team;
Supervisor;
Auditor;
Region;
Progressive call count;
Progressive chat count.

1.2.1. Team

It is designed to assign or replace the Team in which the Agent is. When you click on the Team field, a drop-down list opens, and you need to select a Team; if the required Team is not displayed, then you can use the Team field as a search field. How to create a new Team and more information about them can be found here.

Only one Team can be selected.

1.2.2. Supervisor

It is designed to assign or replace the Supervisor. When you click on the Supervisor field, a drop-down list opens, and you need to select a Supervisor; if the required Supervisor is not displayed, then you can use the Supervisor field as a search field.

You can select several Supervisors.

1.2.3. Auditor

It is designed to assign or replace the Auditor. When you click on the Auditor field, a drop-down list opens, and you need to select an Auditor; if the required Auditor is not displayed, then you can use the Auditor field as a search field.

1.2.4. Region

Assigned to the Agent to determine in which Region and time zone he works.

You can only select one Region.

1.2.5. Progressive call count

Enter how many simultaneous outgoing calls can be made to this Agent with Progressive (and in cases where the Predictive dialer switches to Progressive) dialer.

1.2.6. Progressive chat count

Enter the number of chats that the Agent can serve simultaneously.

This data can also be configured in the Admin application on the General tab of a particular Agent.

1.3. Pause bar

The pause bar displays pause information for the selected Agent.

The pause bar consists of a table refresh button (Fig.9(1)) and the table itself (Fig. 9(2)).

Fig. 9. Pause bar

The refresh button refreshes the data in the table without reloading the page.

The table consists of columns:

Reason of pause - the name of pauses;
Progress - displays the amount of time the Agent spent in this pause today;
Limit - displays the amount of time that is allowed to stay in this pause.

The scale between the Progress and Limit columns displays how much time has already been used and how much is left.

Which pauses will be displayed in the pause bar depends on what pause reasons have been created on the Agent Statuses page in the Admin application.

2. Opportunities

2.1. Change the settings for the Agent

Goal

Change the Region for the Agent

Preconditions

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

Steps

Click on the Region field. A drop-down list opens.
Select the required Region and click on it.
Click the Save button.

Result

Data saved.

2.2. Change Agent status