A new agent widget called Agent Skills is available on the Monitor dashboard. The Agent Skills widget displays data about calls or call classification and it can be optionally added at the enterprise, call center, and service levels.
You can specify the skills and the agent status. The Skills drop-down list contains the configured agent skills. The Agent Status drop-down list contains the following options:
Ready
Not Ready
Wrap Up
In Call
Preview Dialing
Transferring
Hold
Dialing
Adding the Agent Skills Widget
You can add the Agent Skills widget at the enterprise, call center, and service levels for the Outbound, Inbound, or Blended Voice dashboard views.
To access the monitor dashboard at the Enterprise level, on the Monitor tab, click Call Centers > Call Centers.
To access the monitor dashboard at the Call Center level, on the Monitor tab, click Call Centers > Call Centers, and then click the call center for which you want to access the dashboard.
To access the monitor dashboard at the Service level within a call center, on the Monitor tab, click Call Centers > Call Centers, click the call center that contains the service for which you want to access the dashboard, and then click that service.
Navigate to the Monitor tab and click the cog icon to display the Voice Dashboard Settings.
Select the Level from the drop-down list. You can choose Enterprise, Call Center, or Service level.
Select the Agent Skills widget from the list of Available Widgets.
Specify the name of the widget in the title field, select the type of the widget from the Type drop-down menu, and click OK.
Click Save.
The Agent Skills widget displays the following information in the Agent Skills and Agent Status sections. You can filter the skill drop-down and the agent status drop-down to view the agent skills and agent status. You can select an agent and use the monitor functions available in the bottom left-hand corner of the widget.
Monitoring Functions
Change the agent state to Ready.
Change the agent state to Not Ready.
Change the service of the agent.
Log off the agent from the portal.
Send message to the agent.
Chat with the agent.
You can filter the widget by skill or agent status.
Agent Skills
Name
Name of the agent skill.
Agents
Number of agents available with the named skill.
Calls in Queue
The number of calls waiting for the availability of a skilled agent.
Longest in the Queue
The longest time the customer has been in the queue.
