Monitoring agents

Use the Agents tab of Contacts to monitor agents. The Agents tab shows a list of the agents assigned to you. You can see their availability for calls, and if they are in your friends list, you can see their availability to chat.

See a list of icons that appear in Contacts

You can also see a range of other information, including the following options:

• Information about calls, for example:
  • Call number
  • Caller ID and number
  • Call length in the format mm:ss, or hh:mm:ss if the call lasts longer than an hour
• Information about the queues that the agent is subscribed to, for example:
  • Queue name
  • Whether the agent has joined the queue

To assign agents to yourself

When you assign agents to yourself, they appear in the Agents tab of Contacts.

1. From the Agents tab, select .
2. On the Edit monitored agents window, select agents to monitor.

Monitoring agents on the dashboard

You can see an overview of agent performance statistics on the dashboard. If an agent appears to be in trouble, select the agent. One Net Call Centre takes you to the agent's details in Contacts.

Read about viewing agent statistics on the dashboard

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