Agents
To see details with regards to agents in depth, please click “Agents” from the sidebar menu.
Agents who are online and their distribution based on various status are displayed on this particular page. After pressing the the desired status, agents within this context are displayed and various actions can be performed as it is highlighted above in depth such as listening to the call, sending message and looking through the agent’s performance.
What will be visible in the table can be set by clicking "I I I" icon and formed it in a way desired. After pressing "Save Settings", any changes made will be reflected to the table instantly.
Online agents can be filtered out based on particular agents, queues and teams, thereby allowing you to see more refined results.
Agents who are not online at that moment are displayed when "Offline Agents" is clicked.
The order of agents’ status can be rearranged by holding the one that you’d like to change its order and then dragging and dropping where you want it to appear. For instance, in the following image, the status with blue cloured icon will appear at the top.
In general context, the order of online and offline agents can be arranged as well and it can be seen in the images below.
