Agents Logged On - Avaya IP Office User Manual

3.9 Agents Logged On

Agents Logged On
· This statistic is only available for queues.
· It shows the number of agents who are members of the queue who are currently logged in.
· When logged in an agent can also be in other states.
Logged In
An agent is "logged in" when they use an extension on the telephone system to enter their extension number and login
code. Their telephone settings are then applied to that extension and they are then able to make and receive calls
including calls targeted to queue of which they are members.
Agents can log in to an extension either by pressing the Login button if displayed or dialing a login short code. The
default short code is *35*<agent extension number>*<agent login code>#.
Statistic Settings
All supervisors can customize the settings of each statistic column included in a view. The changes are applied to the
existing data since the last
Settings. Customize the statistics settings as required and then click Update.
· Alarms
These controls allow you to select whether a warning and or an alarm is given for the statistic and to set the
threshold levels beyond which those events occur.
· When enabled, the background color of the cells is used to indicate their current alarm state.
Enabled / Cleared
(Green)
· Alarms and warning are updated approximately every 8 seconds.
· Alarms and warnings are automatically cleared when the cell value returns to the threshold level.
· Agents and supervisors can acknowledge alarms and warnings in their views by clicking on the colored
cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list.
· The alarm and warning settings are applied to all cells in the statistic column. When applied to an agent
statistic, the same setting is are applied to the whole column, even when you change which queue's
agents are being viewed.
· Note that when enabling or disabling alarms and warnings, the new settings only get used at the next
change in the value of the relevant cells.
· Warning Threshold
Select to enable a warning threshold and to set that threshold.
· Alarm Threshold
Select to enable an alarm threshold and to set that threshold using the slider control or by entering the
number directly.
CCR 1.0 User Guide
IP Office
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view statistics reset . Click on the statistic name at the top of the column and select
30
Warning
(Yellow)
Statistics: Agents Call Share
Alarm Acknowledged
(Red) (Blue)
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