The Agent data displayed in the main page of the Monitor App will be for logged on Agents in the selected ACD Skill or the whole Call center. If there are no logged on Agents no data is shown.
Selected ACD Skill
This is the selected ACD Skill or Call Center. All the ACD Skills you select in the Monitor Configuration panel will appear in this list at the top of this panel. You select one by clicking it, and it will be highlighted with a blue background, as shown above. This selected ACD Skill is now the focus for the Agents panel on the right hand side of the monitor window. The data and information described below are all relevant to Agents logged ontothe ACD Skill you select in this list.
Every logged on Agent for the selected ACD Skill will be shown here. You will see the name and a colour block that shows the Agent's current state and the time spent in that state. This is a dynamic block and changes in real time as the Agent state changes. The small down-arrow can be clicked to open an extended panel with additional information for that Agent. See below for details.
Right click on the Agent panel for menu options. Although the following screen shots are taken with the Agent panel extended, it does not have to be extended for the menu to open.
The right-click menu is dynamic, some options are specific to the Agent state. The top option opens a new, separate window for this particular Agent with more information. See Details Window for a full description. You can automatically log the Agent off if you choose, just click the 'Log Agent Off' option.
In the screen shot above the Agent is in 'Ready' state, but you can put the Agent into 'Break' state if you choose, using the 'Enter break time' option. If the Agent is already in 'Break' state, this option will change to 'Exit break time', and obviously if you click it the Agent will exit break time.
If the Agent is in 'wrap-up' state you will also have the option to exit wrap-up time as well. This option only works if you have not set a time limit to wrap-up time for the ACD Skill in OIP Toolbox.
The final option is informative only and tells you which alarms are active for this Agent, if any. See Configure Agent Alarms for more information about Agent alarms.
NOTE: This menu is different if the Hide Personal Data option is set during installation.
The extended ACD Agent panel shows extra data for the Agent that is specific to the selected ACD Skill. It includes a pie chart which shows call handling averages for Agent during the current day, including any non ACD activity if the Call Center is selected. Hover the mouse cursor over the pie chart for a tooltip which shows the actual values for the various averages displayed.
Below the pie chart is a block of colour that indicates the current state for the Agent relevant to the ACD Skill selected. The time the Agent last logged on to the ACD Skill is shown below the state colour block, along with some statistics that show in brief the Agents call stats for the selected ACD Skill during the current day.
NOTE: This expanded view is different if the Hide Personal Data option is set during installation.
No statistics or time in state information is included, although you wil still be able to see the current state of each agent.
When an Agent enters an alarm state the header bar will be show in red, as above. This simple visual que tells you that the agent is in alarm. To see which alarm has been triggered, right-click the mouse on the header bar for the menu. The last entry in the menu will be the active alarms for that Agent.
