# Agents

The *Agents* page provides a consolidated view of agent activity, performance metrics, and current availability status across the call centre.

#### Summary Dashboard

![](https://lh5.googleusercontent.com/MAsqZRdItm_GEn5_Wsr5SmTqjvVoD4ltmN8P_bLUdcamIVI6Z_VqMJfIP-E_nQBAx_h4xo1H8Bo8dtY_WF6vbTzSlLjwtYP-3DSQY3ps-uPM0EDdWK13tgPBJSjTiZVR-ejdU4ST)

At the top, a high-level overview displays key real-time statistics:

* **Total Agents**
* **Agents Available**
* **Agents on Break**
* **Agents Logged In**
* **Agents Not Available**
* **Total Calls Ringing**
* **Active Calls in Queue**
* **Calls on Hold**

#### Real-Time Call Graph

A live line graph visually represents:

* **Active Calls** (Green line)
* **Calls on Hold** (Red line)\
  This graph updates every 30 seconds to reflect the current load on the system.

#### Agent Table

A detailed table lists agent-specific information, including:

* **Agent Extension** (with online and login indicators)
* **Agent Name**
* **Status**
* **State**
* **No Answer Count**
* **Calls Answered**
* **Talk Time**
* **Timestamp**
* **Actions**:
  * Reset Agent Counter
  * Edit Agent Details
  * Delete Agent
  * Copy Agent
  * View/Update Agent’s Call Queue

#### Actions

* **Add Agent**: Opens a dedicated page for adding a new agent.
* **Reset Counter for All Agents**: Resets performance counters (e.g., calls answered, no answers) for every agent on the list.

#### Filters

Use filters to refine the displayed agent list:

* **Queue** (Dropdown)
* **Agent** (Dropdown)
* **Status** (Dropdown)\
  After selecting filter criteria, click **Filter** to apply. Use the **Reset Filter** to clear all selections.

***

#### Understanding Agent Status vs. Agent State

* **Agent Status**:\
  Represents the agent's general availability and must be manually set. It affects the next call behaviour but not the current call status.

  > *Example: If an agent sets their status to "Logged Out" while on a call, the current call continues, but they won't receive the next call.*
* **Agent State**:\
  Reflects the agent's real-time call handling position and is updated dynamically by the system.

**Agent States**

| State               | Description                                      |
| ------------------- | ------------------------------------------------ |
| **Idle**            | Not engaged, not receiving or waiting for calls. |
| **Waiting**         | Ready to receive calls.                          |
| **Receiving**       | A call is currently being offered.               |
| **In a Queue Call** | Actively on a queue call.                        |

**Agent Statuses**

| Status                    | Description                                                             |
| ------------------------- | ----------------------------------------------------------------------- |
| **Logged Out**            | Not logged into the queue; will not receive any queue calls.            |
| **Available**             | Fully available for receiving queue calls.                              |
| **Available (On Demand)** | Will become Idle after current call; won’t go to Waiting automatically. |
| **Agent On Break**        | Logged in but on break; will not receive calls.                         |
| **Meeting**               | In a meeting; not ready to handle calls.                                |
| **After Call Work (ACW)** | Completing post-call work; not ready for next call.                     |
| **Lunch Break**           | On lunch break.                                                         |
| **Scheduled Break**       | On a scheduled break.                                                   |
| **Training**              | Currently in a training session.                                        |
| **Not Ready**             | Marked as unavailable for calls.                                        |
| **Technical Issue**       | Experiencing a technical issue; unable to take calls.                   |

By distinguishing between *status* and *state*, the system ensures accurate agent routing and performance tracking without interrupting active calls.


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