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A
C. S
PPENDIX
UPERVISING A
Forced Break
Inbound Calls
Longest wrap-up
No Answer
Outbound Calls
Overflow
Personal Status
Name
Queue
Signed in
Total calls - All
C
C
Q
ALL
ENTER
UEUE
Agents Pane Information
Number of times the queue has automatically
placed the agent in On Break status for letting
queue calls ring unanswered, since the
beginning of the current
Number of incoming queue calls that the
agent has participated in since the beginning
of the queue's current display period,
including inbound calls transferred from other
agents in the queue.
The length of time that the agent spent in the
longest wrap-up after a call.
Number of queue calls to the agent that rang
unanswered, since the beginning of the
display period .
current
Number of outbound queue calls that the
agent has participated in since the beginning
of the queue's current display period,
including outbound bound calls placed by
other agents in the queue and then
transferred to this agent.
The agent's overflow tier. If no number is
listed the agent is a primary agent (assuming
the overflow skill default is set to 0).
Name of the agent's current personal status.
Name of the agent's queue.
A check mark indicates that the agent is
signed in to this queue.
The total number of calls associated with this
queue in which the agent has participated
since the beginning of the queue's current
display period. Includes inbound and
outbound calls, and calls where the agent did
not answer or place the call (for example,
joining another agent in a conference call or
having another agent transfer a call to him)
display period .
C-7
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