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3. To terminate the observation, click Observe.
Using Display Agent Status
Use the Display Agent feature to view a summary of current status for all
agents that have an agent Position ID key assigned on the Supervisor's
telephone. See
Figure 4
Click
Display
Agent. The summary information appears for 12 seconds
or until you click another feature key.
In the NotReady state, agent positions on either ACD or non-ACD calls
count as busy. Your system administrator specifies whether calls are
ACD or non-ACD.
Figure 4: Display Agent Status
Positions busy on
ACD calls
Positions waiting
for ACD calls
below.
Positions busy on
non-ACD calls
Supervisor features
Vacant agent
positions
52
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