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:
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.
Remote presence updater installed on applications server, Learn More.
Remote presence updater is checked on in the client UCC settings.
If the Agent is not offline the user has the option to select a dropdown en change the presence.
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