Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

The Agent View provides contact center supervisors (users with system supervisors and group supervisor rights) that ability, to

  • see call conversation status of all agents on a single screen
  • see agent desktop screens and start monitor sessions.

For the desktop screen functionality, the you users need to install the Verba Desktop Agent on the PCs of your the contact center agents.

Agent View settings

...

On the top of the Agent View, you find the settings that can change how the agent information is presented:

...

IconNameFunction
Group selector

Show only the supervised group if the logged in user is System supervisor the drop down contains every group

 

Grid size selectorThis drop down set the size of the current grid. (3x3, 4x4 (default), 5x5)
Enable agent screensTurns on the agent screen monitoring and shows the screen thumbnails at every agent (Default: OFF)
Disable agent screensTurns off the agent screen monitoring and hides the thumbnails
Save settingsStores the previously set options into the database. Next time the user goes to the Agent View the saved settings will be loaded
RefreshRefresh Refreshes the Agent View grid. Refreshes every thumbnail.
Show Idle ScreensAll extensions with enabled Desktop Screen recording become is listed (checkbox is only available if the user has the Agent View Scope permission set to 'On the phone' & Idle Screens - for more information check User Roles page.
Show Available ScreensShow extensions with connected/available desktop only

...

  • grid of agents - where each agent is always in the same place for easy follow-up
  • call conversation status and remote party number - Every 5 seconds the grid view updates and shows the call conversation status of the agents, agents with ongoing call . Agents with an ongoing conversation are marked with a red border and shows the number/address of the other party
  • thumbnail video - by moving the cursor over an agent's thumbnail, it will continuously refresh until the mouse cursor stays over it
  • initiate monitoring - click on the thumbnail to monitor the agent screen in large resolution

...

The two arrows on the left and right of the screen let you navigate between the agent's screens realtimereal-time.