Work-Idel
Real-time monitoring the agent through agent monitoring reports
- Distribution of current online agents and statuses
- Agent workload during the day
- Real-time work status and workload reports for each agent
1. Agent status description
The system supports a variety of statuses for agents to select, and each status is described as follows
| Status category | Status |
Description |
| Online-Work |
|
Indicates that the agent is currently available, can make outbound calls, and can receive incoming calls |
|
Work-busy（Include sys set） |
Means busy now，will not assign the inbound call, can make outbound call（If an agent rings continuously for 60s and do not answer a call, the system will automatically set the agent busy） |
|
|
Online-Rest (1) When you leave the system to enter a meeting or other work, recommens to select the rest-meeting state;(2) The rest state lasts for up to four hours, and it will automatically switch offline after four hours
|
Rest-Meeting |
In the resting state, can make an outbound but will not assign the inbound call |
|
Rest-Sleping |
In the resting state, can make an outbound but will not assign the inbound call |
|
|
Rest-Eating |
In the resting state, can make an outbound but will not assign the inbound call |
|
|
Rest-Toilet |
In the resting state, can make an outbound but will not assign the inbound call |
|
|
Rest-Else |
In the resting state, can make an outbound but will not assign the inbound call |
|
|
System status（system auto adjusts） |
Ringing |
Agent is ringing,system adjusts the status and does not assign the call to this agent |
|
On a call |
Agent is on a call now,system adjusts the status and does not assign the call to this agent |
|
|
ACW |
If enable ACW，After the call ends， auto ACW |
|
|
Network Interruption |
System Network Interruption |
|
|
Offline |
Offline |
Agent is offline or rest for more than 4 hours |
2. Monitor Report
- Supports viewing real-time agent status distribution.
- Supports viewing agents’ workload for the current day, with the option to filter by specific time periods.
- Agent Data Overview:
- Outbound Workload: Sorting supported
- Inbound Workload: Sorting supported
- Agent Real-time Status: Sorting supported by work status
- Duration of Each Agent’s Status Today: Sorting supported