Agents On

A Management Information report showing a summary of live agent activity.

Agent Availability Panel

A summary table of the number of agents in each agent state.

•	Table - showing the number of agents in the Busy, Not Ready, Ready and Wrap-up states.

Agent State Overview Panel

A grid table of currently logged on agents.

•	Grid - showing the username of each agent that is logged on and an icon showing their agent or call state.

Agents Panel

A table of currently logged on agents.

•	User Name - the name of the user. To the left of the name an icon is displayed indicating the state of the user (e.g. ready, not ready, handling a call, email, or chat, etc.).

•	User Group - the name of the user group;

•	Campaign - the name of the campaign (if logged in to a campaign);

•	Station - the station to which that the agent is logged on;

•	State - the current agent state. When in busy, the call state is shown. If handling a chat or an email this is shown.

•	Time in State/Call - the time in the current agent state, or the time on the call if the agent is busy;

•	Customer Number - the contact details (e.g. telephone number, email address) of the remote party if busy on a contact (or unknown if contact details are not present);

•	Class - the call class associated with this contact;

•	Calls In - the number of inbound calls received by this agent (in the case of transferred calls, calls can be counted on more than one agent);

•	Calls Out - the number of outbound calls (including manual outbound) made by this agent (in the case of transferred calls, calls can be counted on more than one agent);

•	Emails - the number of inbound emails presented to this agent (in the case of forwarded emails, emails can be counted on more than one agent);

•	Texts - the number of inbound texts presented to this agent;

•	Chats - the number of inbound chats presented to this agent;

•	Utilisation - the percentage of logged on time that agents have spent in busy, wrap-up and preview states.