You can use the Agents widget to view statistics of the agent activities in relation to calls for the current day. You can view the statistics in a graphical view or a tabular view by using the Flip to Graphical View icon  or the Flip to Table View icon  , respectively. You can also view the details and the dialing activities of an agent. | Expand |
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| title | Agent Statistics (Graphical View) |
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| In the graphical view, the following statistics (charts) appears: - Agent states: Pie chart of the distribution of agents by state. You can view the Number of agents in a given state by hovering over the pie that represents that state. If you do not want to view the statistic of a state in the chart, click that state below the chart.
- Live connects: Line chart of the Number of calls handled by agents for the last half hour (in increments of five minutes). This chart enables you to compare the volume of connected calls with the volume of agents who are logged on.
- Agent state time: Bar chart of the distribution of total time (in minutes) spent by agents in a state. You can view the duration in each state by hovering over the chart. If you do not want to view the statistic of a state in the chart, click that state below the chart.
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| title | Agent Statistics (Tabular View) |
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| In the tabular view, you can customize the table by using the Customize Columns icon  and view the following statistics. | Statistic | Description |
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| Account | Account number associated with the call. | | Agent Skill | Agent skill assigned to the call. | | Agent Team | Agent team to which the agent belongs. | | Calls (Inbound) | Number of inbound calls handled by the agent for the current day. | | Calls (Outbound) | Number of outbound calls handled by the agent for the current day. | | Call Type | Type of call that the agent is handling (for example, direct, HCI, inbound, or outbound). | | Customer Phone | Phone number dialed (outbound) or the ANI captured (inbound). | | Duration (in secs) | Duration for which the agent has been in the current state. | | Logon ID | Logon ID of the agent. | | Name | Name of the agent. | | Reason Code | Reason that the agent is in the Not Ready state. | | Service ID | ID of the service into which the agent is signed. | | Service Name | Name of the service into which the agent is signed. | | Session Id | ID of the current session | | State | Current state of the agent, which can be one of the following:
- Ready: Agent is ready to receive calls.
Not Ready: Agent is not ready to receive calls. In Call: Agent is on one or more active calls. Manual Dial: Agent is in the manual dialing mode (on a non-manual service), before dialing is attempted. On Hold: Agent has placed all active calls on hold. Transferring: Agent has been reserved by the Automatic Call Distributor (ACD) and is in the process of being connected to a call. Wrap Up: Agent has concluded the call but is yet to assign a disposition (termination) code. Preview Dialing: Agent is previewing an account and has the option to dial the number presented to them, skip dialing the number, or manually dial a different number. In Call (Inbound): Agent is handling an inbound call. In Call (Direct): Agent is handling a direct inbound call on the secondary line. Not Ready (Voice Mail): Agent is checking the personal or group voicemail.
| | Team ID | ID of the agent team to which the agent belongs. | Total Calls | Number of calls handled by the agent. | | Total Not Ready Time | Total time that the agent spent in the Not Ready state. | Total Ready Time | Total time that the agent spent in the Ready state. | | Total Talk Time | Total time that the agent spent in the In Call state. | | Total Wrap Time | Total time that the agent spent in the Wrapup state. |
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You can search for an agent by specifying at least three consecutive characters of their name in the Name filter box. You can also search for agents in a specific state by specifying at least three consecutive characters of the state in the Name filter field. |
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| title | Viewing Agent Details and Dialing Activities |
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| To view the details and the dialing activities of an agent, in the tabular view, double-click the row containing the name of the agent.
The Agent Detail window appears, displaying the following tabs.
| Tab | Description |
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| Agent Detail | Displays the following sections: - General: Displays the following information:
- Duration (in secs): Duration for which the agent has been in the current state
- Outbound Calls: Number of outbound calls handled by the agent for the current day
- Inbound Calls: Number of inbound calls handled by the agent for the current day
- Account: Account number associated with the call
- Customer Phone: Phone number dialed (outbound) or the ANI captured (inbound)
- Agent Skill: Agent skill assigned to the call
- Calls Received: Number of calls handled by the agent for the current day
- Charts: Displays the following charts:
- Today's RPCs: Total right party contacts for the current day
- Today's Online Time: Time that the agent was online for the current day
| | Agent Activity | Displays the Agent Activity Report for the current day. | | Call Recording | Displays the Call Recording Report for the current day. | | Info | Displays information about the agent (such as, email address, extension, and team). You can modify the information. | | Channels | Indicates which channels are enabled for the agent and displays information pertaining to those channels (such as, maximum chat, email, and/or SMS threads). You can enable or disable the channels for the agent and modify the corresponding information. | | Details | Displays the custom fields associated with the agent entity. | | Agent Skill | Displays the proficiency level of the agent for the assigned skills. You can change the level and the assignment. | | Services | Displays the services to which the agent is assigned. You can change the assignment. | | Agent Hours | Displays the schedule of the agent. You can change the schedule. | | Change History | Displays the changes made to the agent profile (such as, time stamp of the change, name of the user who made the change, and description of the change). | | Scheduled Callback | Displays information about the callbacks that are scheduled for the agent (such as, callback phone number, scheduled date and time for the callback, and status of the callback). |
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| title | Switching Agent State |
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| You can switch the state of one or more agents to Ready or Not Ready. To do so: In the tabular view, in the rows containing the names of the agents whose state you want to switch, select the checkboxes, and then, as required, click the Ready icon  or the Not Ready icon  .
The Agent Panel window appears, in which the Can Be Changed column indicates if you can switch the state of an agent.
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For a given row, if this column does not contain an icon, you cannot switch the state of the agent. |
- If you are switching the status to Not Ready, in the Reason Code field, select the reason for switching the state to Not Ready.
Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for changing their status. Click Ok.
A message appears to indicate if the state of the agents is switched. | Info |
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Your message appears on the agent desktops, along with your name and the time that the state was switched. |
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| title | Switching Agent Service |
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| For one or more agents, you can switch the service into which they are signed. To do so: In the tabular view, in the rows containing the names of the agents whose service you want to change, select the checkboxes, and then click the Switch Service icon  .
The Agent Panel window appears, in which the Allow Switch Service column indicates if you can switch the service of an agent. | Info |
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For a given row, if this column does not contain an icon, you cannot switch the service of the agent. |
In the Search Service field, select the service into which you want to sign the agents. - Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for switching their service.
Click Ok.
A message appears to indicate if the service of the agents is switched.
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- If an agent is in the Ready or Not Ready state, the agent is immediately switched to the new service. If the agent is in any other state, the agent is switched to the new service only after they change their state to Ready or Not Ready.
- Your message appears on the agent desktops, along with your name and the time that the service was switched.
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| You can log one or more agents off from their agent desktops unless they are in a call or on hold. To do so: In the tabular view, in the rows containing the names of the agents whom you want to log off, select the checkboxes, and then click the Log off icon  .
The Agent Panel window appears, in which the Can Be Logged Off column indicates if you can log an agent off. | Info |
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For a given row, if this column does not contain an icon, you cannot log the agent off. |
Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for logging them off. Click Ok.
A message appears to indicate if the agents are logged off. | Info |
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Your message appears on the agent desktops, along with your name and the time that they were logged off. |
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| title | Sending a Message to Agents |
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| To send a message to one or more agents: In the tabular view, in the rows containing the names of the agents to whom you want to send a message, select the checkboxes, and then click the Send Message icon  .
The Agent Panel window appears, in which the Can Message Be Sent column indicates if you can send a message to an agent.
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For a given row, if this column does not contain an icon, you cannot send a message to the agent. |
In the Message To Agents field, enter your message for the agents. Click Ok.
A message appears to indicate if your message was sent to the agents. | Info |
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Your message appears on the agent desktops, along with your name and the time that the message was sent. |
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| title | Chatting with Agents |
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| You can chat with a maximum of 10 agents. To chat with one or more agents: In the tabular view, in the rows containing the names of the agents with whom you want to chat, select the checkboxes, and then click the Chat icon  .
The Chat window appears, displaying the names of the selected agents in the Agents section. Select the agent with whom you want to chat, enter your message in the text box, and then press Enter.
Your message is sent to the agent. | Info |
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- If agents reply to your messages after you have closed the Chat window, the Number of missed messages appears next to the Chat icon on the Agents widget
 . - If you navigate away from the platform, agents cannot send you messages.
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| In addition to monitoring agent statistics, as a manager, you can monitor a call through the following monitoring options: | Note |
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Before you can monitor an agent, ensure that the following checkboxes in the Agent Monitoring section on the Settings tab of the Client window are selected as required: - Monitoring Enabled
- Coaching Enabled
- Barging In Enabled
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To monitor an agent: In the tabular view of the Agents widget of the voice monitor dashboard, click Start Monitor.
Alternatively, you can double-click the row containing the name of the agent whose call you want to monitor, and then, in the Agent Details window, click Connect. | Info |
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This step is required to establish an audio pathway. |
The Enter Phone Number window appears, displaying the following fields: - Phone Number: Uses your Direct Inward Dialing (DID) number to establish the pathway.
- Extension: Your extension. This field is optional.
- Connect using computer: Uses your computer audio to establish the pathway.
Either enter a value in the Phone Number and/or Extension fields or select the Connect using computer checkbox, and then click Ok. | Info |
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- Do not enter a special character in the Phone Number or Extension field.
- If you choose to connect using your phone, your phone receives a call stating: This is a LiveVox <service provider name> Call.
- The platform supports voice connectivity over Google Chrome, Microsoft Edge, and Mozilla Firefox through the Web Real-Time Communication (WebRTC) technology.
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A message stating that the monitoring is initiated appears. In the Monitor column of the row containing the name of the agent whose call you want to monitor, or in the Agent Details window for the agent, click any of the following icons or buttons (monitoring options) as required: - Monitor
 - Coach
 - Barge
A message stating that the selected monitoring action is launched appears.
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- When you are monitoring a call, on the Agents widget, the cell in the Monitor column of the row containing the name of the agent appears green.
- You can switch among the monitoring options. For example, you can click Barge after you have clicked Monitor or Coach.
- You can switch the monitoring to a different agent.
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If the audio path was established through the phone number (DID) mode, you can navigate to a different monitor dashboard (including for other levels) or to any window on the platform, with your connection remaining intact. You can end the monitoring by manually disconnecting your call. However, if the audio path was established through the computer (WebRTC) mode, you are disconnected when you navigate away from the current monitor dashboard. |
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