The Agent Availability Dashboard allows you to see all the agents within a specific team(s).
From this view you are able to do the following:
- Alternate between teams that you have access to.
- Search for specific members.
- Select whether you want to see all members or only those that are offline or online.
- Change from the tiled view to the grid view and visa versa.
- Interact with agents via the agent availability dashboard.
Adjusting an Agents status and/or presence:
From the Agent Availability Dashboard, you are able to adjust an agent’s status by clicking on the on-duty/off-duty toggle switch.
When an Agent is off-duty you are able to adjust the currently selected presence located under the counter.
Spy and Whisper:
When an agent is on a call, you will be able to spy or whisper on the call by clicking on the three dots next to the agent’s name and selecting either spy or whisper from the drop-down.
Spy - This allows you to listen in on the call where you can hear both the agent and the client speaking and they cannot hear you.
Whisper - This allows you to listen in on the call and speak to the agent without the client hearing you, the agent will not be able to speak directly to you.
Clicking on the three dots next to an agent’s name will reveal a drop-down, from here you can select Agent Stats. This will allow you to view the selected agent’s statistics for the day.
These stats reset each day at midnight and only show the statistics for a 24 hour period.
Agent information is presented in a grid format.
The grid view provides you with the same functionality as the tiles view however this functionality is accessed by clicking on the pencil icon on the right-hand side of the Agent’s row.