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View agent status in real time
From the voice calls component of the navigation bar, you can access a list of all the agents with call permissions in the workspace.
Next to each agent, a label appears with its real-time call status. First, agents with active calls are listed, then paused calls, and finally, inactive calls.
Agents that are active can have different call-related statuses:
Agents that are active can have different call-related statuses:
- On: agent active and available to receive calls
- Ringing: while the incoming or outgoing call is ringing, before the agent or customer picks up the call
- On call: agent on call
- On hold: agent on hold on a call
- Ended: agent or customer has hung up but agent is in working time after the call
- Rejected: agent has rejected an incoming call or transfer
- Missed: the agent has not answered an incoming call or transfer
Knowing the status of all agents who are working can help to anticipate erroneous transfers, periods of work overload, prolonged agent statuses... In addition, the listing can be a way to control the agents' telephone connection hours.
When an agent is on call and has a status related to a conversation in the inbox, clicking on the status label opens the conversation corresponding to the call.
When an agent is on call and has a status related to a conversation in the inbox, clicking on the status label opens the conversation corresponding to the call.
In case you have configured agent teams with phone calls, in this same list you can change the filter to by team. In this way, you can consult the statuses of the agents of each team and without team.
Agents belonging to more than one team will appear in both with their corresponding status.
Agents belonging to more than one team will appear in both with their corresponding status.
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