Agents

The Agents view shows a list of selected agents and their conversations, both ongoing and handled.

It is possible to:

  • View, for example, an agent's average handling time.

  • Change an agent's skill levels.

  • Change queue assignments.

  • Launch an agent guidance session in Communication Panel.
Depending on the tasks you'll carry out, you need all or some of the following rights:

  • Statistics summary for user

  • View queue

  • Modify user/user group queue setting

  • View directory group

  • View user

  • View skills

  • Modify user

  • Manage presence

For agent guidance feature, you also need:

  • Enable Supervisor Elements and Actions and the chat function enabled in System Configurator (SC)

  • Rights to serve in the internal chat queue created for agent guidance

  • Rights to barge-in, listen, and coach