Agent overview - Classic Display

The Agent overview shows all contact center agents of the selected UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

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.