See detailed agent information in CallGuide Pulse

In the CallGuide Pulse Agents window you can, among other things

• see which agents that serve a specific queue or are part of an area,
• see the status for individuals, if they have contacts in a personal queue and how contacts have been handled,
• log out an agent and administrate logged-out agents’ attendant messages.

The CallGuide Pulse Agents window can be opened in various ways:

• In the main window, click on the hot key.
• Select Agents from the View menu.
• From other windows, as via the context menu in the Queue table menu described above.

Which agents you see in the table depends on the following:

1. Selected Area view in the main window.

2. Selections made in other previous windows, such as a selected queue in the Queue table window.

3. Your own selections at the top of the Agents window.

To see information in a specific order, you click on the header of the column you want to sort by.

At the bottom you see the total for all contacts in all agents’ personal queues, as well as longest time in personal queue for each respective media, such as incoming calls, emails, and chat.

You can choose whether the Agents window is to be manually or automatically updated, in the Settings window, under the File menu.