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Call Center Agent

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The Call Center Agent module has three sections: Call Center Queues, Agent Directory, and User Directory.

Call Center Queues

Call Center Queues provides a summary of current activity in a Call Center queue, as well as detail on current calls waiting in the queue.

Call Center Queues display the following fields:

  • Queue – Call Center queue name
  • DID/EXT –The telephone number assigned to the Call Center queue
  • In Queue – Displays the number of callers in the queue waiting for an agent to answer
  • Wait – Displays the longest wait time for all callers in the queue
  • Staffed – Displays the number of agents signed into the queue, followed by the number of agents assigned to the queue. For example, 8/19 means that out of the 19 agents assigned to the queue, 8 agents are currently signed in.
  • Avail – The number of agents with an ACD state of “Available” (signed in and available to take calls)
  • Unavail – The number of agents with an ACD state of “Unavailable” (signed in and unavailable to take calls)
  • Wrapup – The number of agents with an ACD state of “Wrap-Up” (signed in and in post-call wrap-up)
  • Idle – The number of agents signed in to the queue but not on a call or in post-call wrap-up
  • Talking – The number of agents signed in and on a call

To view the selected row, click the RTAP paper icon icon. To find a record, click the RTAP magnaglass icon icon. To reload the module, click the RTAP arrow icon icon.

To view details on callers waiting in the queue, click the + sign to the left of the queue name.

The expanded row displays the following Queue Detail Fields:

  • CallID – Displays the telephone number of the caller
  • Date – Displays the month, day and year of the current call
  • Time – Displays current time using 24-hour clock format
  • Calling Party – Displays the main TN of the calling party
  • Calling Name – Displays the name of the calling party
  • Queue Time – Displays the time in queue

Agent Directory

The Agent Directory shows the current status of each Call Center Agent along with information on active calls.

The Agent Directory Fields display the following:

  • First Name – First name of agent (from user record)
  • Last Name – Last name of agent (from user record)
  • DID – Direct phone number for the agent or user
  • ACD State – Current Call Center login status of the agent:

o   Sign-Out

o   Available

o   Unavailable

o   Wrap-Up

  • State – The call state of the user:

o   Active

o   Released

o   Alerting

  • Dir – When a call is active, displays “In” for inbound calls and “Out” for outbound calls
  • Time – When a call is active, displays the total time the call has been active
  • Remote Party – When a call is active, displays the remote party’s telephone number (if available)
  • Remote Name – When a call is active, displays the remote party’s caller ID name (if available)

User Directory

The User Directory shows a list of all users in the enterprise/group along with information on active calls.

The User Directory Fields display the following:

  • First Name – First name of user (from user record)
  • Last Name – Last name of user (from user record)
  • DID – The direct phone number for the user
  • State – The call state of the user (see Section 2.2 for descriptions)
  • Dir – When a call is active, displays the total time the call has been active
  • Time – When a call is active, displays the total time the call has been active
  • Remote Party – When a call is active, displays the remote party’s telephone number (if available)
  • Remote Name – When a call is active, displays the remote party’s caller ID name (if available)

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