The agent dialer activity section provides managers with a comprehensive view of agent operations.
This includes:
Current Agent Status: Displays the login name, current status (available, offline, pause, wrap, break, training), and queue assignment for each active agent.
Live Call Monitoring: Allows the manager to listen in on and monitor active agent calls in real-time.
Agent Statistics:
- 15 Minute Stats: Shows the number of calls, offline time, available time, pause time, wrap time, break time, and training time for each agent over the past 15 minutes.
- 60 Minute Stats: Provides the same statistics as the 15 minute view, but for the past 60 minutes.
Setup Options:
- Audio Input/Output: Enables the manager to configure their audio settings for live call monitoring.
- Set Offline: Allows the manual logout of an active agent.
This comprehensive agent dialer activity section empowers managers to effectively oversee agent performance and productivity.