Agent and Employee State by Position

The Agent and Employee State by Position monitors provide real-time information in cells that you can arrange to mirror your floor plan: you can view agents or employees by their physical position in your contact center. Card designs enable you to customize the information displayed in the cells. See "Customizing the information displayed on position and time monitors".

Agents can join multiple agent groups and therefore answer for multiple queues. However, each agent has only one ID and displays in a single cell of each applicable monitor. The agent activity that displays in the monitor cell reflects their current overriding action.

When you first open a monitor, you can select a card design:

The Classic card displays the agent state, time in the state, presence, agent/employee name, and agent login ID/employee ID (or queue name for voice agents on ACD or on ACD Hold).
The Caller ID card displays the caller name and number (ANI), the number the caller/employee dials for incoming/outgoing calls, the state, time in the state, presence, agent/employee name, and agent login ID/employee ID number (or queue name for voice agents on ACD or on ACD Hold).
Custom cards you create and share display customized agent/employee and/or caller information.

Caller ID information is displayed when

Agents, and employees are in the following real-time states: ACD, ACD Hold, Ringing, Non ACD, Non ACD Hold, Out, and Out Hold Time

You can set alarms for all real-time statistics and for caller ID information, such as the caller name and number.

Note:

Before you can select the Caller ID card on the Add devices window of monitors, you must make the card available. To do so, right-click an open monitor, select the Caller ID card under Properties, Layout > Card design and click Apply.

If an agent cell in a monitor is grayed out, the phone is not connected to the network and considered out of service. The out of service state applies to phones that are not connected to the network, remote agents and employees that have lost their Internet connection, phones that are physically disconnected or malfunctioning, or employees that are not logged into their phone.