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In the tabular format of the Agents widget, you can view the details and the dialing activities of an agent by double-clicking the row displaying the name of the agent. This action displays the Agent Detail window.

The following table describes the tabs that appear in the Agent Detail window.

TabDescription
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: Duration that the agent was online for the current day.
Agent Activity

Displays the Agent Activity report for the current day.

For information about this report, see Agent Activity Report.

Call Recording

Displays the Call Recording report for the current day. You can export the report to a CSV file, Microsoft Excel workbook, or a PDF file by using the respective options on the tab.

For information about this report, see Call Recording Report.

InfoDisplays information about the agent (such as, email address, extension, and team). You can modify the information.
ChannelsIndicates 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 SkillDisplays the proficiency level of the agent for the assigned skills. You can change the level and the assignment.
ServicesDisplays the services to which the agent is assigned. You can change the assignment.
Agent HoursDisplays the schedule of the agent. You can change the schedule.
Change HistoryDisplays 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 CallbackDisplays 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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