Displays agent information and agent properties. This dossier is not based on a specific time.
How it works
Supervisors can view the properties configured for an agent, such as channels assigned to the agent and the number of interactions per channel that the agent can handle.
Business usage
Allows a supervisor to check the agent configuration properties and make the necessary changes.
How can I check the prompts used in the dossier?
You can view the hierarchical prompts used in this dossier by using the Agent Group-Agent column. The column displays all the agent groups and the login ID of the agents associated with the agent groups.
How can I check the details of an agent?
To check the details of the agent, use the Agent Login ID, Agent Name, and the Agent User Handle columns.
How can I find out the details of the supervisor associated with an agent?
The details of the supervisor are available in the Supervisor ID and Supervisor Display Name columns.
What are the filters available in the dossier?
The filters available in the standard dossier are:
Columns
Formula
Agent Name (Login ID) (number of selected agents)
You can select the relevant agents.
If you have more than 15 agents, then the dossier displays the search option to filter the required agent.
For the Agent Top 5 and Bottom 5 data, you can select either all agents to compare their performance, or you can select only the agents you want to compare for each measure.
To customize the dossier, you can drag and drop any of the standard measures for filtering.
What are the standard columns available in the dossier?
The standard columns are:
Columns
Description
Agent Login Id
The login ID associated with the agent.
The asterisk (*) denotes the deleted users.
Agent Display Name
The name of the agent as configured in Application Center Administration.
Agent Name (Login ID)
The agent name and login ID.
Attributes
The callback attributes used for the callback engagement.
What are the columns available for customization in the dossier?
This dossier does not have any columns for customization.
