The Live Status section provides real-time monitoring of agent availability and queue performance within the Call Center system. It allows supervisors and administrators to view the current status of agents, their queue activity, device registration status, break status, active calls, and queue availability.
This section helps supervisors monitor daily operations, track agent readiness, identify available resources, and ensure efficient call handling across queues.
Agent Status
The Agent Status view displays real-time information about individual agents.
including:
- Agent Name: Displays the agent assigned to the system.
- Extension: Shows the agent’s extension number.
- Queues: Displays the queues assigned to the agent.
- Device Status: Shows the registration status of the agent’s device.
- Queue Status: Displays whether the agent is logged in, available, or on break.
- Break Type: Shows the selected break reason when the agent is unavailable.
- In Call With: Displays the current caller or interaction handled by the agent.
- Last Login: Shows the latest login time of the agent.
- Current Call Duration: Displays the duration of the active call.
- Actions: Allows supervisors to change the agent status, such as setting the agent as ready.
Queue Status
The Queue Status view provides real-time information about queue activity and availability.
including:
- Queue Name: Displays the queue name.
- Queue Number: Shows the queue extension number.
- Queue Members: Displays the number of agents assigned to the queue.
- Available: Shows the number of agents currently available to handle calls.
- Registered Extensions: Displays the number of registered agent extensions.
- Waiting Calls: Shows the number of customer calls waiting in the queue.