1. Agent (Queue) Status
The agent queue status report contains 2 tables.
The Agent status table shows real-time status of agent such as: Passive, Receiving calls, etc. It also shows the time spent on those activities.
The Queues table shows the real-time situation of each inbound queue: number of Free agents based on skills, Calls in Queue, Public Callback, Max Wait, Answered, Missed, Dropped.
The rows can be highlighted with different colors by defining specific situations, such as: when the agent is on a call, or when there are incoming calls in queues and free agents.
This report is perfect for showing live data to your agents and managers, clearly visualizing where the bottlenecks are, allowing you to swiftly reassign agents to the right campaigns.