Agent Dashboard

Agent dashboard is a licensed tool provided to call center agents that allows them to track call center information in real time.  It can also run reports on historical call center data.  The agent dashboard tool requires either call center pro or call center enterprise licensing.  It will NOT work with basic call queuing.
 

Launching Agent Dashboard

The agent dashboard is a web application that can be launched from the user portal. For instructions on how to do this, click here.
 

The Control Panel

The control panel is broken into three sections: the call console, contacts, and queued calls.



 

Call Console

The call console allows the agent to manage calls on their own line.  The top section will show any active call(s), providing the ability to place them on hold or disconnect the call.  The bottom section will allow the agent to manage any N-way call they are part of, giving control over the participants in the call.



 

Contacts

The contacts section has several sections within it, based on viewing contacts within the enterprise and personal contacts that were added to the user's contact list.

Search - The search section allows for searching for contacts both in the personal directory and in the enterprise.

Enterprise - Provides a directory of all users on the account.

Common - Provides any contacts added to the enterprise or location common phone list.

Personal - Lists any personal contacts added to the agent dashboard.

Supervisors - Lists out the supervisor(s) assigned to the agent, and can be configured to show the real-time status of the supervisor(s).

Directories - Shows enterprise or location directory.

Dashboard

The dashboard section allows the agent to see the current queue information.

The first time you launch the dashboard, this field will be empty. To change the visible queues, click the tool icon in the upper right of the section and select Select Queues.

In the window that opens, check the queue(s) to view call volume.  You will only see queues that you are assigned to as an agent.  Make sure you save the dashboard to avoid having to do this every time.

Saving the Dashboard

Unless saved, the agent dashboard will revert to its default state every time it's closed or signed out of.  Below, find the steps to save the view and to ensure that the view is saved every time you sign out.  If you close the window or tab without signing out, the workspace will NOT save.
 

1. Click Settings in the upper right-hand corner.
   
   
    
2. Click Save Workspace.
   
   
   
   NOTE: Checking the box Always save workspace on signout will save the view every time the Sign Out link is used.
    
3. Click the Back to Application link where the settings link was.
    

Reporting

Reporting on both call centers and agents can be accessed through the Reporting link in the upper right-hand corner.  Any of the reports below can be scheduled to be emailed to up to 9 recipients on a recurring basis.




Clicking the link will open a new window, allowing for report types to be selected.  The amount of historical data you can pull for each report varies depending on the type of report and interval of data.  Below is a summary of each report, an approximate amount of historical data the report holds, and a link to an article with more information on the report output.

*If using a sampling rate of less than 1 hour, the report will only be able to access 3 months of history.