View agent information
To see all Communication Panel agents you have rights to see and who have been active for the current day (either logged in, logged out, or handled conversations), click Agents.
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To drill down into agents' activity, use the Presence filter. This filter allows you to search against agents who have the following conditions for the current day:
Table 1. Presence filter Presence value Shows active today
only agents who have had any activity during the current day are listed (logged in, logged out or conversation handling).
currently logged in
only agents who are currently logged in to Communication Panel
currently logged out
only agents who are currently logged out of Communication Panel
serving in a campaign
only agents who currently serve in an outbound campaign
ready
only agents who currently have the status Ready
not ready
only agents who currently have the status Not ready
logged in but away
only agents who currently have an absence profile and are logged in to Communication Panel
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To add or remove shown columns, click Columns.
The Name column is always visible. Presence and Queue are filters and therefore disabled in column selection.
The table below lists the available columns and describes their content.
Column Description Name
Agent name
Availability
Agent's readiness to accept conversations and is one for the following:-
Free
The agent is logged in to Communication Panel and is ready to receive and start handling a conversation.
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Busy
The agent is logged in to Communication Panel and is working on an active conversation. The serving status is Ready and the presence profile Available. The conversation type in progress is shown as well.
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Away
The agent is logged in to Communication Panel but is unable to take a conversation. For example, the serving status can be Ready and the profile Meeting, which is an absence profile.
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Logged out
The agent is logged out from Communication Panel.
Profile
The profile the agent has, for example, Available, Lunch, or Meeting.
Note:If the agent is logged out, the column shows their last selected profile.
Conversations
Number of conversations in process with the agent per conversation type.
Number
Agent's extension number in the Contact Pro system
Mobile number
Agent's mobile phone number
Location
If the location setting has been defined in , it's shown here.
Chat name
The name shown in chat conversations if one has been defined for the agent
Chat address
Agent's chat address
Email address
Agent's email address
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