You can open an Agent detail window for every agent in the ACD Agents panel. Regardless of whether the panel is expanded or closed, right click the mouse on the required Agent's panel and a menu of options will appear. The first item will be 'Open Agent dewtail window'. You guessed it, click this item and the Agent detail window opens.
The screen shot below shows a typical Agent detail window. The window is resizable and you can open them for as many Agent's as you wish.
Agent details
This title block shows the Agent name and logon details. You can see the time the Agent logged on for the current logon session, as well as the time the Agent first logged on today and the total logged on time for the current day.
This first state is the main state for the Agent, which just means it's whatever the Agent is actually doing. If the Agent is active on a non ACD call this would not show up in any ACD Skill data because non ACD calls are not recorded as ACD Skill activity, but here you would see it as the main Agent state.
Showing the overall ACD stats for the Agent, the total number of ACD calls answered and abandoned, as well as the number of ACD calls the Agent rejected, picked up, or transferred out.
There will be one or more entry here, depending on how many ACD Skills the Agent is currently logged on to. Each entry will show the current day stats of all ACD activity by the Agent in that ACD Skill, as well as the Agent's current ACD Skill state.
In the image above the Agent is active on an ACD call for ACD Skill 'Skill 43', shown as 'Ringing', and shown as 'Occupied' for the ACD Skill 'Skill 41'. This is because an Agent can only process one ACD call at a time so is considered to be occupied, or unable to take calls, in the second ACD Skill.
In the image above, the Agent's main state shows as a non ACD state, so both ACD Skills that the Agent is logged on to are shown as 'Occupied', because the Agent is not free to take any ACD call for either Skill.
Some data showing average call handling for the Agent for the current day. These are summary stats, including all ACD and non ACD calls, and average break times if the Agent has taken any breaks during the day.
These are the ACD call handling averages, Ring, Talk, and Abandon, for Agent ACD activity in each ACD Skill the Agent is logged onto. 'Avg wrap-up' only appears as a summary stat because it is not accumulated to specific ACD Skills. An Agent in wrap-up state is not available to take ACD calls so is shown as 'Occupied' in all ACD Skills.
This chart shows the Agent's ACD call activity for the current day, beginning at the time the Agent first logged on, right up to the present time. The data is grouped into 10 minute periods to make it a little easier to read and more likely to fit into a reasonably sized window. The number of ACD calls answered and abandoned in each period is recorded, along with averages for ring, talk, wrap-up and break times.
As with other charts, you can turn data on or off by clicking the data legend on the right.
This may be useful because we mix averages and counts on the same chart. This can lead to big discrepancies that may make some data hard to see. Turning off data with large values, for instance average talk time which may be many seconds, you can then see the data which has smaller values, such as answered, which may be quite low in any ten minute period.
