Staffed Agents page field description

Last Updated : Oct 06, 2023 |
Prolog information
Metadata
Keywords:
You can:
  • Filter, view, and monitor the staffed agents.
  • Manage the status of the staffed agents. For example, move an agent to another job.
Important:
You might observe a discrepancy on the Supervisor Dashboard, where the nailed and job-attached agents count is greater than the available licenses. This can be seen only when the logged-in agents are more than the available licenses because the system checks for licenses only when the agent is attached to a job.
This discrepancy occurs when agent licenses for a job are reduced due to various reasons such as a new job is started, licenses are modified, run-time changes are performed from the Supervisor Dashboard, or agents are in a busy state. After agents are released from current activity, the agents get detached from the job, and the license count automatically matches with the nailed and job-attached agents count.
Use this page to view and monitor all staffed agents.
Name or Button
Description
Chart Chart icon
Click to view the staffed agents data in a graphical format.
The Chart Chart icon option is unavailable if you enable the Filter Filter icon option.
Filter Filter icon
Click to specify the filter criteria for filtering the staffed agents.
Clear All
Removes the applied filters.
Name
Description
Actions Actions icon
Displays following options:
  • Release from Outbound: To manually release the agent from outbound.
  • Move to Another job: To manually move the agent to another job.
  • Forced Break: To manually move the agent to a forced break.
  • Forced Logout: To force log out the agent.
  • View: To view the details of the staffed agent.
If an agent has a Pending Callback or a Pending Consult request, the Agent Manager component of POM ignores the manual Move To Another Job and Release from Outbound requests. You must monitor the agent job state. You can consider these manual requests as complete if:
  • The agent job state changes to Pending Manual Job Move for the manual job movement request.
  • The agent job state changes to Pending Manual Inbound for the manual release from outbound request.
If the agent job state does not change to Pending Manual Job Move or Pending Manual Inbound, use the Move to Another job and Release from Outbound options again. The Agent Manager component raises an event if the agent movement cannot be completed.
Agent ID
Displays the agent ID.
Agent Extension
Displays the extension number the agent uses for making the calls.
Agent Name
Displays the agent name.
Skills
Displays the skills that are configured in Call Center Elite and mapped with the POM skills.
Skill Attribute
Displays the agent skill attribute.
Agent State
Displays the current agent state. The agent state can be one of the following:
  • Ready: The agent is ready to take a call.
  • Busy: The agent is busy with a call and cannot take another call.
  • Work Not Ready: The agent is busy with the call wrap-up and cannot take another call.
  • Not Ready: The agent is not ready to take a call.
    Along with Not Ready, the screen displays the aux-state reason if available.
  • Logged In: The agent is logged in.
  • Logged Out: The agent is logged out.
  • Pending Logout: A manual or automated operation to log out the agent is triggered. However, the agent state is changed to pending logout for reasons such as the agent is busy on a call. The agent state changes to Logged Out after the agent completes the call.
  • Pending Not Ready: The agent has marked Not Ready but is currently on a call. When the current call is completed, the agent switches to the Not Ready state and cannot take another call.
  • Unknown: The agent state is unknown.
  • Inbound Work: The agent is performing inbound work.
  • Idle: The agent is idle and is ready to take a call.
  • Break: The agent is on a break time.
Agent State Time
Displays the timestamp since when the agent is in the given state.
Call State
Displays the current call state. The call state can be one of the following:
  • Idle: The agent is ready and waiting for a call.
  • Talking: The agent is talking on a call.
  • Wrapup: The agent is finished talking on a call but is performing after call work such as making notes.
  • Wrapup Complete: The agent has completed the after call work.
  • Preview: The agent is previewing a call.
  • Dialing: The agent is dialing a call.
  • Held: The agent has put the call on hold.
  • Consult: The agent is on the call consulting another agent.
  • Consult Answered: The agent has answered a consultation call.
  • Conference: The agent is on a conference call.
  • Conference Ended: The conference call has ended.
  • Conference Held: The agent has put the conference call on hold.
  • Call Transferred: The agent has transferred the call to another agent or supervisor.
  • Conference Owner: The agent has initiated a conference call with another agent. The agent who starts the call is the Conference Owner.
  • Conference Passive: The other agent participating in the conference call is the Conference Passive.
  • Callback: The agent is doing a callback.
  • Pending Call: The agent is currently on a call and has another call assigned.
Call State Time
Displays the timestamp since when the selected call is in the given state.
Average Talk Time
Displays the average talk time of the agent for the current zone of the job action.
Call Count
Displays the number of calls handled by the agent in the current job action.
Campaign Name
Displays the name of the campaign to which the agent is attached.
Job Id
Displays the job ID to which the agent is attached.
Task
Displays the current task for the job.
Zone Name
Displays the zone of the agent.
Organization Name
Displays the name of the organization of the agent.
Agent Job State
Displays the agent job state. The job state can be one of the following:
  • Job Attached
  • Job Detached
  • Job End
  • Inbound
  • Pending Inbound
  • Pending Outbound
  • Pending Job Movement
  • Pending Job Attached
Acquire State
Displays the agent nailing state. The nailing state can be one of the following:
  • Acquired: The agent is nailed to the job.
  • Pending Acquire: A request to nail the agent to the job is triggered. The agent is being transitioned to outbound.
  • Pending Acquire Drop: The nailup call is in a transition state of being dropped.
  • Not Acquired: The agent is not nailed to the job.
  • Reacquiring: The agent is being reacquired for the nailup call.
Locale
Displays the locale of the agent.
Time Zone
Displays the time zone specified by the agent when logging on.
Inbound Count
Displays the number of times the agent is attached to inbound work during the current job.
Inbound Duration
Displays the agent inbound duration.
Inbound Duration (%)
Displays the percentage duration for which the agent is attached to inbound work out of the total time the agent is logged in.
Off Job Idle Duration
Displays the duration for which the agent is in a Ready state, but no job is assigned to the agent.
Off Job Idle (%)
Displays the percentage duration for which the agent is waiting for a job out of the total outbound time.
Login Time
Displays the time when the agent logs in.
Off Job Break Duration
Displays the break duration when the agent is not attached to any job.
Off Job Break (%)
Displays the percentage duration for which the agent is not attached to any job out of the total outbound time.
Outbound Duration
Displays the agent outbound duration.
Outbound Duration (%)
Displays the percentage duration for which the agent is attached to outbound work out of the total time the agent is logged in.