You can use the Agent Book widget of the voice monitor dashboard to view the names of all the agents who are signed in to the services.
- This widget is available at the enterprise, call center, and service levels, for an outbound service.
- For information about how to access the voice monitor dashboard for a given level, see Monitor Tab.
Agent Book Statistics
The Agent Book widget displays the following statistics.
- Outbound Calls: Number of outbound calls handled by the agent.
- Inbound Calls: Number of inbound calls handled by the agent.
- You can view additional details such as the service into which the agent is signed or the call time by hovering over the avatar icon of the agent.
- The color that appears on the circle of the avatar of an agent indicates the state of the agent. For example, a red circle indicates that the agent is in the Not Ready state.
Filtering Agents
At the service level, you can filter the agents by using the See field, which contains the following options for criteria:
- Logged Into Service: Default option, which displays the agents who are signed into the service.
- Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service in to which the agents are signed. This setting is available on the Routing tab of the Services window.
- All: Displays the agents who are signed in to the service and the targeted agents.
At the service level for 10DMT and HCI services, the See field contains the following options:
- Clicker: Default option, which displays the agents who are signed only into the 10DMT or HCI service (as applicable).
- Targeted: Displays the preferred agents for routing the calls associated with the service, regardless of the service in which the agents are signed.
- All: Displays the agents who are signed in to the service and the targeted agents.