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Agent Statistics....
ACD Group information or individual Agent information can be displayed in List, Graphical or Wallboard styles. The ACD wallboard may be customized based on what the user needs to monitor. Below is an example of a wallboard showing all agents. Again, the information shown is based on what the user wants and items can be added or deleted. The view below gives an overall activity report of agents logged in, out, on a call, in wrap up or idle. It also gives call statistics such as duration, number of calls and so forth. If an ACD alarm has been set, the corresponding tile will flash and change color to alert the user.
The wallboard may also be shown for a particular group, single agent or queue. The groups and queues are listed in the left hand tree menu along with their station (extension) number and/or trunk number. You may either click on the group or queue as a whole or singularly choose an agent or trunk. In the example above, a particular group (Sales) is highlighted and the wallboard is the information that corresponds with that particular group.
You may highlight a particular agent and drag and drop them in the section titled My Agents. From here, you may select them to view their particular call activity (this is located at the top of the tree menu under the title ACD).
Got question, check out our Common ACD Questions page or the feature comparisons of the three current versions available.
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