Last modified by colinw on 2021/09/09 20:56
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1 The agents section of the queue widget allows you to monitor and control which agents are logged into a particular queue.
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3 {{section}}
4 == Viewing Logged In Agents ==
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6 The main area of the queue agent list is composed of a table listing all agents that are currently logged into the selected queue. The following information is available for each agent:
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8 * **Extension Status**: The left column (by default) has colored circles indicating the current talk status of this agent's extension. The colors are configurable for the logged in user. See [[doc:Users]] for more information about customizing the colors.
9 * **Name**: The display name of the extension for this agent.
10 * **Talking To**: The caller ID of the caller who is on the phone with the agent. This will be blank if the agent is not currently on the phone. See [[doc:ISYMKB.Ringing queue calls do not show caller id and prevent CRM popups from working]] for troubleshooting information if the caller ID is blank while the extension status is ringing.
11 * **Talk Time**: The length of time of the current call that the agent is on. This will be blank if the agent is not currently on the phone.
12 * **Agent Name**: The name assigned to the agent (Optional).
13 * **Agent Status**: The registration status of the phone assigned to this agent's extension.
14 * **Calls Taken**: The number of calls that this agent has taken since logging in.
15 * **Last Call Time**: The time that the last call was taken from a queue by the agent.
16 * **Penalty**: The current penalty (used for skills-based routing) assigned to the agent.
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18 In addition, there is an **Actions** column, which provides buttons to perform actions on the agent. See the section below for details.
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20 === Customizing the Visible Columns ===
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22 Like other tables in iSymphony, you can customize the columns that are visisble in the agents table. To do so:
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24 1. Move your cursor over one of the column headers. A down-facing triangle will appear on the right side of the last column header.
25 1. Click on this triangle. A menu will appear indicating which columns are available, with dots next to the visible columns. Simply click on one of the column names in that menu to toggle visibility.
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27 Repeat these steps for additional columns.
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29 === Rearranging the Columns ===
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31 Like other tables in iSymphony, you can rearrange the order of the visible columns. To do so, simple click and drag on one of the column headers, and drop it where you would like it.
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33 === Filtering the Visible Agents ===
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35 By entering text into the search box in the top right corner of the agents list, you can filter the agents visible in the list. This text will be compared against the **Name** and **Agent Name** columns for filtering.
36 {{/section}}
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38 {{section}}
39 == Logging an Agent In ==
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41 The agents list can be used to log an agent into the queue. To do so, simple click the + button in the top right corner of the agents list. This will open a menu allowing you to select an extension, either by filtering or selecting from the dropdown list. After selecting, the extension will be logged into the queue as an agent. The menu will stay open, allowing you to easily log multiple extensions into the queue.
42 {{/section}}
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44 {{section}}
45 == Controlling Logged In Agents ==
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47 iSymphony allows you to control the agents that are logged into a queue, by performing actions on them. The following actions are available:
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49 * **Pause/Unpause**: The pause/unpause button will either pause or unpause the agent in the queue. If the icon for the pause button is red, this indicates that the agent is currently paused, and clicking it will unpause the agent. If the agent is currently unpaused, the icon will be black, and clicking it will pause the agent.
50 * **Set Penalty**: The set penalty button allows you to set the penalty (used for skills-based routing) on an agent. Clicking it will open a dialog box that displays the currently penalty and lets you change it.
51 * **Logout**: The logout button will log the agent out of the queue, preventing Asterisk from delivering any more calls to that agent until they have logged in again.
52 * **Do Not Disturb**: The Toggle DND button will toggle Do Not Disturb on or off for the agent's extension. When in Do Not Disturb mode, the extension will not receive any calls, whether from the queue or otherwise. If the icon for the DND button is red, this indicates the extension is currently in DND mode, and clicking it will disable DND for the extension. If the icon for the DND button is black, the extension is not currently in DND mode, and clicking it will enable DND mode.
53 * **Voicemail**: Clicking the voicemail button will place a call from your default extension directly to the agent's voicemail. Additionally, dropping an active call directly on the voicemail button will transfer the call to the agent's voicemail. Neither option will ring the phone before going to voicemail.
54 {{/section}}
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56 {{section}}
57 == Placing a Call to an Agent ==
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59 Calls can be placed to an agent in the same manner as described in the [[doc:Placing a New Call]] page. Dragging and dropping any valid call source (extensions, other users, etc) onto an agent's row in the agents table will place a new call to that agent.
60 {{/section}}
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62 {{section}}
63 == Transferring Calls to Agents ==
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65 Calls from elsewhere in the panel (My Stream, other users, queues, etc) can be transferred to an agent by dragging the call and dropping it on the agent row of the agent table. This has the same effect as transferring calls to the extension, as described on the [[doc:Transferring a Call]] page.
66 {{/section}}
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68 {{section}}
69 == Transferring Calls from Agents ==
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71 If an agent is on a call, the call can be transferred away from the agent ("stealing" the call), by dragging the agent's row in the agent table to another destination in the panel.
72 {{/section}}

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