With the app, supervisors can monitor the status of agents, viewing at a glance who is available and not available to handle incoming calls and emails. Managers can take full control of their teams, when on the move and out of the office.
Every agent monitored on the report will be highlighted with a colour and an accompanying icon representing the current status of the agent.
The ACD agent report is available to Akixi 2000 and 3000 supervisors who have the enhanced mobile app features bolt on enabled.
The agent status is only displayed when the report style is run for the ‘Real-Time’ date/time option. The agent state and icon are automatically hidden when the report is run for any other date/time option.
The following table illustrates the agent states and what each colour represents:
|Green||The corresponding agent is signed in and available to receive contact items.|
|Dark Green||The corresponding agent is available and is currently being offered a contact item.|
|Red||The agent is busy on an answered call or is busy responding to an email.|
|Light Red||The agent is busy on a non ACD call. The call is either an outbound call actually made by the agent, an inbound DDI call, or an inbound internal call made directly to the device that the agent is currently signed in at.|
|Blue||The agent is either in the not available or ACD-DND state.|
|Yellow||The agent is in the wrap up ACD state.|
|Dimmed Text||The agent is currently signed out.|
Agent status icons:
Situated against each agent’s description is a status icon. This icon represents the current state that the agent is in.
The different icons displayed are as follows:
|The agent is currently signed out.|
|The corresponding agent is signed in and available to receive contact items.|
|The corresponding agent is available and is currently being offered a contact item.|
|The agent is busy on an answered call or is responding to an email.|
|The agent is off hook, probably because they are just beginning to make a new outbound call.|
|The agent making an outbound call, which isn’t answered yet at the distant end.|
|The agent has a call held at the device they are currently signed in at.|
|The agent is in a not available state,|
|The agent is in ACD DND state|
|The agent is in the wrap up ACD state|
For more information, click here to download the Akixi mobile app brochure.