Agents

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

Summary Dashboard

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.

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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.