Agents

This view shows a list of agents, the queues they are serving in, and their conversations, both ongoing and handled.

Depending on the tasks you'll carry out, you need all or some of the following rights:

  • Statistics summary for user

  • View queue

  • Modify user/user group queue setting

  • View directory group

  • View user

  • View skills

  • Modify user

  • Manage presence

For agent guidance feature, you also need:

  • Enable Supervisor Elements and Actions and the chat function enabled in System Configurator (SC)

  • Rights to serve in the internal chat queue created for agent guidance

  • Rights to barge-in, listen, and coach