Agent overview - Classic Display

The Agent overview shows all contact center agents of the selected UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs..

Per Agent the following will be displayed:

  • Presence

  • Picture

  • Display name

  • Reason Code

Note Reason Codes can be managed on the Dashboard.This information is useful to be used by your colleagues and supervisors. Giving them extra insight into your activities. Learn More

Remote Presence Updater

If the user is a supervisor you have to remotely change the presence or reason codes of the agents.

Requirements

  • Remote presence updater installed on applications server, Learn More.

  • Remote presence updater is checked on in the client UCC settings.

Behavior

If the Agent is not offline the user has the option to select a dropdown en change the presence.