Supervisors can view this report to understand the properties configured for the agent. Properties include channels assigned to the agent and the number of engagements per channel that the agent can handle. You can click on an Agent ID to view Agent Attributes.
Business usage
How do I determine the channels assigned to the agent?
Use the Channel ID measure to understand the channels assigned to the agent.
How do I determine the number of concurrent contacts that can be active on an account?
Use the Multiplicity measure to determine the concurrent contacts that can be active on an account.
How do I determine the routing attributes for an agent?
On the Agent Configuration report, click on the agent. On the Agent Configuration Attributes, use the Attribute measure to determine the routing attributes for the agent.
