Controlling employees and agents in real-time monitors

Interactive Contact Center enables supervisors, depending on their security settings, to control employees via the Contact Center Client and Ignite (WEB) employee and agent monitors. For example, if a supervisor notices a dramatic increase in the number of incoming emails in the Sales email queue, they can, using the agent monitor, remove the employee’s chat agent from their agent group in the Sales chat queue, ensuring that the employee can focus entirely on incoming emails.

Depending on whether an employee or an agent monitor is open, Contact Center Client displays two tabs in the Contact Center Client ribbon for controlling employees or their agents. Supervisors can perform actions using either a right-click and select method within the monitor or by accessing the action menu in the Employee, Agent, or Monitor Control tab views. If they have Context Sensitivity enabled for monitors, the Agent or Employee tab automatically becomes the active tab when an employee or agent is selected. If an empty cell is selected, the Monitor Control tab becomes the active tab. The following tabs are displayed with employee or agent real-time monitors:

Employee or Agent Control—Employee Control gives you control over individual employees and their agents. Employee monitor controls offer supervisors the greatest flexibility in controlling an employee and all of their agents. Supervisors can manage an employee`s availability, and all of an employee`s agents, or manage specific agents belonging to individual employees. (See the following figure.)
Monitor Control—Monitor Control gives you control over all of the employees or agents on a monitor, enabling simultaneous management of presence for all employees or agents. (See the following figures.)

Note:

Context sensitivity and monitor control are not supported with Ignite (WEB). You can only alter the state for one employee or agent at a time.

Figure 1. Employee State by Position - Employee Control tab options

Supervisors can control employees on the following Contact Center Client monitors:

Employee State by Position
Employee State by Time

Supervisors can control employees on the following Ignite (WEB) monitor:

Employee State

Agent Control gives you control over individual agents in an agent monitor. Agent monitor controls enable supervisors a more targeted look at specific aspects of an employee`s presence, enabling supervisors to limit their influence to specific agents or media types. Since agent monitors enable supervisors to view agents by agent group, Agent Control enables supervisors to better manage their agent groups. (See the following figure.)

Figure 2. Agent State by Position - Agent Control tab options

Supervisors can control agents on the following Contact Center Client monitors:

Agent State by Position
Agent State by Time
Agent State by Time for Queue
Agent Shift

Supervisors can control agents on the following Ignite (WEB) monitor:

Agent State

Figure 3. Employee State by Position - Monitor Control tab options

Figure 4. Agent State by Position - Monitor Control tab options

Logging on an agent - Contact Center Client

Note: You will be unable to log on an agent to the system if there are no available user licenses.

You log employee voice agents in and out in either an open Employee or Agent Monitor in Contact Center Client. Multimedia agents are not logged in with voice agents.

To log in an agent in an open Employee monitor

Right-click the cell of an employee and click Employee control > Log in > voice agent. Alternatively, select the employee cell in an open monitor, click Log in from the Employee Control tab on the Contact Center Client ribbon, and select the voice agent.

To log in an agent in an open Agent monitor

Right-click the cell of a voice agent who is not logged into and click Agent Control > Log in > voice agent. Alternatively, select the agent cell in an open monitor and click Log in from the Contact Center Client ribbon.

Logging off an agent - Contact Center Client

You can log off an employee from all media in an Employee monitor or Agent monitor. Logging off an agent logs off the employee’s voice agent and sets the employee’s multimedia agents to Absent in all their agent groups.

The following procedures take place in either an open Employee monitor or an open Agent monitor in Contact Center Client.

To log off all of an employee's agents in an open Employee monitor

Right-click the cell of an employee and click Employee control > Log off. Alternatively, select the employee cell in an open monitor and click Log Off from the Employee Control tab on the Contact Center Client ribbon.

To log off an agent in an open Agent monitor

Note:

Logging off an employee's agent logs off all of the employee's agents simultaneously.

Right-click the cell of an agent and click Agent control > Log off. Alternatively, select the agent cell in an open monitor and click Log Off from the Agent Control tab on the Contact Center Client ribbon.

To log off all employees' agents in an open Employee monitor

Right-click the monitor and click Monitor control > Log off.
Alternatively, click the Monitor Control tab in the Contact Center Client ribbon and select Log Off.
Click Yes.

To log off all agents in an open Agent monitor

Right-click the monitor and click Monitor control > Log off.
Alternatively, click the Monitor Control tab in the Contact Center Client ribbon and select Log Off.
Click Yes.

Logging on an agent - Ignite (WEB)

When you log on an agent in Ignite (WEB), you make them available to receive voice interactions.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To log on a voice agent

In the monitor, select the agent you want to log on.
Click State > Available.
Enter the agent’s extension and PIN (if enabled) and click Login.
Note:
This step is not required if the agent is set to automatically log in when the ‘Available’ state is selected.

Logging off an agent - Ignite (WEB)

When you log off an agent in Ignite (WEB), you make them unavailable to receive all media interactions, including voice, email, chat, SMS, and open media.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To log off an agent

In the monitor, select the agent you want to log off.
Click State > Offline.

Joining and leaving agent groups - Contact Center Client

After logging into Contact Center Client, agents can use Interactive Contact Center to control their presence status in agent groups. Optionally, supervisors can use Interactive Contact Center to control the presence status of agents in specific agent groups.

To join an agent to or have an agent leave an agent group in an open Employee monitor

Right-click the cell of an employee and click Employee control > Join/Leave Agent Group > [Agent].
Alternatively, select the cell of an employee and in the Employee Control tab of the Contact Center Client ribbon, click Join/Leave agent group > [Agent].
Select the agent group(s) to which you want the employee’s agent(s) to join or deselect the agent group(s) to have the employee’s agent(s) leave the agent groups.
Click OK.

To join an agent to or have an agent leave an agent group in an open Agent monitor

Right-click the cell of an agent who is logged on and click Agent control > Join/Leave Agent Group.
Alternatively, select the cell of an agent and click Join/Leave Agent Group from the Agent Control tab in the Contact Center Client ribbon.
Select the agent group(s) to which you want the agent(s) to join or deselect the agent group(s) to which you want the agent(s) to leave.
Click OK.

Joining and leaving agent groups - Ignite (WEB)

After signing into Ignite (WEB) and logging into their phone, agents can use interactive Contact Center to control their presence in agent groups. Optionally, supervisors can use Interactive Contact Center to control the presence status of agents in specific agent groups from within the Agent and Employee State monitors in Ignite (WEB).

The following procedures take place in either an Agent State or Employee State monitor in Ignite (WEB).

To join an agent to an agent group

In the monitor, select the agent for which you want to modify agent group presence.
Click Agent Groups.
Hover over the agent group's avatar and select Join All.
Click Update.

To remove an agent from an agent group

In the monitor, select the agent for which you want to modify agent group presence.
Click Agent Groups.
Hover over the agent group’s avatar and select Leave All.
Click Update.

To join an agent to or remove an agent from all agent groups

In the monitor, select the agent for which you want to modify agent group presence.
Click Agent Groups.
To join an agent to all agent groups, click Join All > Update.
To remove an agent from all agent groups, click Leave All > Update.

To make an agent available or unavailable to answer interactions of a specific media type

In the monitor, select the agent for which you want to modify agent group presence.
Click Agent Groups.
To become available to answer interactions of a specific media type, click the media icon in the agent group so the icon displays in blue.
To become unavailable to answer interactions of a specific media type, click the media icon in the agent group so the icon displays in grey.
Click Update.

Placing employees in Make Busy - Contact Center Client

Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work Timer state until the Work Timer expires or is cancelled. If Classification Codes are required for the queue and the Work Timer expires without a Classification Code being entered, a Non-Compliant Classification Code will be applied to the call..

Placing employees into Make Busy places both employees and all of their agents into Make Busy.

The following procedures take place in either an open Employee monitor or an open Agent monitor in Contact Center Client.

To place an employee in an open Employee monitor in Make Busy

Right-click the cell of an employee and click Employee control > Set Make Busy > reason code. Alternatively, select an empty cell in an open monitor and click Set Employee Make Busy > reason code from the Employee Control tab in the Contact Center Client ribbon.

To place all employees in an open Employee monitor in Make Busy

Right-click the monitor and click Monitor control > Set Make Busy > reason code. Alternatively, select an empty cell in an open monitor and click Set Make Busy > reason code from the Monitor Control tab in the Contact Center Client ribbon.
Click Yes.

To place an employee in an open Agent monitor in Make Busy

Right-click the cell of an agent and click Agent control > Set Employee Make Busy > reason code. Alternatively, select the agent cell in an open monitor and click Set Employee Make Busy > reason code from the Agent Control tab in the Contact Center Client ribbon.

To place all employees in an open Agent monitor in Make Busy

Right-click the monitor and click Monitor control > Set Employee Make Busy > reason code. Alternatively, select an empty cell in an open monitor and click Set Make Busy > reason code from the Monitor Control tab in the Contact Center Client ribbon.
Click Yes.

Removing employees from Make Busy - Contact Center Client

Removing employees from Make Busy removes both employees and all of their agents from Make Busy.

The following procedures take place in either an open Employee monitor or an open Agent monitor in Contact Center Client.

To remove an employee in an open Employee monitor from Make Busy

Right-click the cell of an employee whose agents are in Make Busy and click Employee control > Remove Make Busy. Alternatively, select an empty cell in an open monitor and click Remove Make Busy from the Employee Control tab in the Contact Center Client ribbon.

To remove all employees in an open Employee monitor from Make Busy

Right-click the cell of an employee who is in Make Busy and click Monitor control > Remove Make Busy. Alternatively, select an empty cell in an open monitor and click Remove Make Busy from the Monitor Control tab in the Contact Center Client ribbon.
Click Yes.

To remove an employee in an open Agent monitor from Make Busy

Right-click the cell of an agent in Make Busy and click Agent control > Remove Make Busy. Alternatively, select the agent cell in an open monitor and click Remove Make Busy from the Agent Control tab in the Contact Center Client ribbon.

To remove all employees in an open Agent Monitor from Make Busy

Right-click the cell of an employee and click Monitor control > Remove Make Busy. Alternatively, select an empty cell in an open monitor and click Remove Make Busy from the Monitor Control tab in the Contact Center Client ribbon.
Click Yes.

Placing employees in Busy - Ignite (WEB)

Note:

Placing an employee into Busy places them in Busy across all media types for which they answer interactions. While in Busy, they can receive transferred multimedia interactions, however, inbound multimedia interactions will not be routed to them. They can also receive Non ACD voice interactions and pick interactions waiting in queue.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To place an employee in Busy

In the monitor, select the employee you want to place in Busy.
Click State > Busy….
Choose a Busy code.

Removing employees from Busy - Ignite (WEB)

Removing employees from Busy re-enables them to answer inbound multimedia interactions and ACD calls.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To remove an employee from Busy

In the monitor, select the employee you want to remove from Busy.
Under State, select an alternate state, or, click X button next to Busy... to remove the busy code.
Note:
Select Available if you want to make them available to receive interactions.

Placing employees in Do Not Disturb - Contact Center Client

Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work Timer state until the Work Timer expires or is cancelled. If Classification Codes are required for the queue and the Work Timer expires without a Classification Code being entered, a Non-Compliant Classification Code will be applied to the call..

Placing employees into Do Not Disturb places employees and all of their agents into Do Not Disturb.

The following procedures take place in either an open Employee monitor or an open Agent monitor in Contact Center Client.

To place an employee in an open Employee monitor in Do Not Disturb

Right-click the cell of an employee and click Employee Control > Set Do Not Disturb > reason code. Alternatively, select the employee cell in an open monitor and click Set Employee Do Not Disturb > reason code.

To place all employees in an open Employee Monitor in Do Not Disturb

Right-click the monitor and click Monitor control > Set Do Not Disturb > reason code. Alternatively, select an empty cell in an open monitor and click Set Do Not Disturb from the Monitor Control tab in the Contact Center Client ribbon.
Click Yes.

To place an employee in an open Agent monitor in Do Not Disturb

Right-click the cell of an agent who is logged on and click Agent control > Set Employee Do Not Disturb > reason code. Alternatively, select the agent cell in an open monitor and click Set Do Not Disturb > reason code from the Agent Control tab in the Contact Center Client ribbon.

To place all employees in an open Agent monitor in Do Not Disturb

Right-click the monitor and click Monitor control > Set Do Not Disturb > reason code. Alternatively, select an empty cell in an open monitor and click Set Do Not Disturb from the Monitor Control tab in the Contact Center Client ribbon.
Click Yes.

Removing employees from Do Not Disturb - Contact Center Client

Removing employees from Do Not Disturb removes employees and all of their agents from Do Not Disturb.

The following procedures take place in either an open Employee monitor or an open Agent monitor in Contact Center Client.

To remove an employee in an open Employee monitor from Do Not Disturb

Right-click the cell of an employee who is in Do Not Disturb and click Employee control > Remove Do Not Disturb. Alternatively, select the employee cell in and click Remove Do Not Disturb from the Employee Control tab in the Contact Center Client ribbon.

To remove all of a monitor’s employees in an open Employee monitor from Do Not Disturb

Right-click the monitor and click Monitor control > Remove Do Not Disturb. Alternatively, select an empty cell in an open monitor and click Remove Do Not Disturb from the Monitor Control tab in the Contact Center Client ribbon.

To remove an employee in an open Agent monitor from Do Not Disturb

Right-click the cell of an agent who is in Do Not Disturb and click Agent control > Remove Do Not Disturb. Alternatively, select the agent cell in an open monitor and click Remove Do Not Disturb from the Agent Control tab in the Contact Center Client ribbon.

To remove all of a monitor’s employees in an open Agent monitor from Do Not Disturb

Right-click the monitor and click Monitor control > Remove Do Not Disturb. Alternatively, select an empty cell in an open monitor and click Remove Do Not Disturb from the Monitor Control tab in the Contact Center Client ribbon.

Placing employees in Do Not Disturb - Ignite (WEB)

Note:

Placing an employee into Do Not Disturb places them in Do Not Disturb across all media types for which they answer interactions. While in Do Not Disturb, they are unable to receive inbound multimedia interactions and internal voice interactions, including transfers.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To place an employee in Do Not Disturb

In the monitor, select the employee you want to place in Do Not Disturb.
Under State, click Do Not Disturb….
Choose a DND code.

Removing employees from Do Not Disturb - Ignite (WEB)

Removing employees from Do Not Disturb re-enables them to receive interactions for all applicable media types.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To remove an employee from Do Not Disturb

In the monitor, select the employee you want to remove from Do Not Disturb.
Under State, select an alternate state, or, click X button next to Do Not Disturb... to remove the DND Reason code.
Note:
Select Available if you want to make them available to receive interactions.

Canceling Work Timer for employees - Contact Center Client

Note:

In an Employee monitor or Agent monitor, you can cancel Work Timer for one or more employees. The following procedures take place in either an open Employee monitor or an open Agent monitor in Contact Center Client.

To cancel Work Timer in an open Employee monitor

Right-click the cell of an employee who is in Work Timer and click Employee control > Cancel Work Timer. Alternatively, select the employee cell in an open monitor and click Cancel Work Timer in the appropriate media section of the Employee Control tab in the Contact Center Client ribbon.

To cancel Work Timer for all employees in an open Employee monitor

Right-click the monitor and click Monitor control > Cancel Work Timer. Alternatively, select an empty cell in an open monitor and click Cancel Work Timer in the media type’s section of the Monitor Control tab in the Contact Center Client ribbon.

To cancel Work Timer for an employee in an open Agent monitor

Right-click the cell of an agent who is in Work Timer and click Agent control > Cancel Work Timer. Alternatively, select the agent cell in an open monitor and click Cancel Work Timer from the Agent Control tab in the Contact Center Client ribbon.

To cancel Work Timer for all employees in an open Agent monitor

Right-click the monitor and click Monitor control > Cancel Work Timer. Alternatively, select an empty cell in an open monitor and click Cancel Work Timer from the Monitor Control tab in the Contact Center Client ribbon.

Canceling Work Timer for employees - Ignite (WEB)

Note:

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To remove an employee from Work Timer

In the monitor, select the employee you want to remove from Work Timer.
Click State and select an alternate state.
Note:
Select Available if you want to make them available to receive interactions.