...
| Table of Contents |
|---|
When you have accessed Team Monitoring, and have located the dashboard you want to view, to open the dashboard, click its row or tile. The dashboard appears.
Viewing a Team Monitoring dashboard
A Team Monitoring dashboard contains a list of agents. These agents were added individually, or are in the groups or have the skills added to the dashboard. You can see only agents who are in groups you have access to through group permissions. Each row in the list contains an agent and the following information relating to that agent:
- Name. The name of the agent as configured in User Admin.
- Agent state. The agent's summary state, determined by combining the agent's presence and interaction states.
- Presence state. The presence state indicates the agent's current and upcoming availability. It also determines whether interactions can be routed to them. If the agent's presence state changes elsewhere in VCC — for example, if the agent updates their state in ContactPad — their state will update here. The time since the presence state last changed also appears and updates continuously.
- Interaction state. Gives an overview of the current states of interactions that the agent is involved in. The time since the interaction state changed also appears and updates continuously.
- Skills. A list of skills assigned to the agent.
- Groups. A list of groups the agent belongs to.
Filtering agents in a Team Monitoring dashboard
You can search for a specific agent by typing part of the agent's name in Search agents. Or you can filter the list by presence states, interaction states, skills, or groups.
To filter the list, click Advanced filter. The Advanced filter panel appears. Select one or more criteria. When complete, click Apply changes.
To add new or remove existing criteria, reopen the Advanced filter panel at any time. Make changes and then click Apply changes.
To clear Advanced filter settings, reopen the Advanced filter panel, click Reset and then Apply changes.
Advanced filter settings are stored together with the dashboard's settings. The settings are reapplied the next time you view the dashboard.
Managing an agent's presence state in a Team Monitoring dashboard
| Note |
|---|
To change an agent's presence state, you must have write access to any of the groups that the agent is in. |
To change an agent's presence state, click the agent's presence state and then select the applicable presence state.
If you change an agent presence state while they are working on one or more interactions, their actual state does not change immediately and the presence state column shows the agent's intended presence. The agent's intended presence state is indicated by an icon.
...
| In this section | |
|---|---|
|