Chapter 7. Agent View; Overview; Information Displayed - Panasonic DBS-576 Reference Manual

Chapter 7. Agent View

Overview

Figure 4.1. Agent View Title-Bar Display

Information Displayed

576/HD-50-525
Agent View provides an alternative method of delivering critical Call Center
data to front line and management personnel in a small unobtrusive format
that's easy to understand. Agent View is similar to a "Software Wallboard"
on each Agent's PC. The Agent View's Title-Bar View (see Figure 4.1) and
button view have small footprints that allow an Agent to work in other
applications without constantly moving the Agent View dialog box out of
the way.
Agent View addresses three specific areas. First, Agent View provides more
information then an Agent display telephone. Second, the information is
displayed continuously through out the duration of the call. Finally, Agent
View provides a method to deliver information where wallboards are
ineffective. For instance, agents are in individual offices, cubical walls are
too high, or the customer doesn't want to display Call Center information in
a public area.
Agents are presented ACD information for one ACD group as assigned by
the system administrator. Multiple instances of Agent View can be active on
the same PC; each instance of Agent View that connects to the MIS Server
secures a licensed connection. Opening multiple instances of Agent View
enables someone to monitor two (2) or more different ACD Groups and act
as a Sub-Supervisor.
CW: 6 LCW: 0:09:30 LOG: 8 Avail: 0 Unavail: 3 Busy: 5 - Tech Support
Agent View provides the following information for one ACD Group:
• Number of Calls Waiting (CW)
• The Duration the oldest call in queue has been waiting (LCW)
• Number of Logged in Agents (Log)
• Number of Available Agents (Avail)
• Number of Unavailable Agents (Unavail)
• Number of Agents Busy (Busy)
DBS 576/HD issued September 2001 7-1