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Interaction Supervisor Help
Agents and Workgroups category
Summary
Views in the Agents and Workgroups category manage agents, teams, and workgroups. If this category does not appear when you add a view, contact your CIC System Administrator. See Licenses, Security and Access Control Rights.
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Summarizes the activity of a single agent, for a single workgroup, or for all workgroups that the agent has membership in. This view displays Agent Statistics for the current period, previous period, current shift and previous shift. |
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Shows statistics of several agents in one or more workgroups presented in a graph. This view displays Agent Statistics for the current period, previous period, current shift and previous shift. |
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Shows current activity in an agent's or a workgroup's interaction queue. The view can be filtered by interaction type, to show calls, callbacks, chats, emails, generic queue objects, and workflow items, or all interaction types.
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Statistics of several agents in one or more workgroups. Statistics for each agent can be expanded to show activity in workgroup queues.
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Shows details about a selected workgroup. This view includes the directory, the statistics and the queue (if applicable).
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Shows member agents of a workgroup in a directory. |
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Rolled-up statistics on selected workgroups presented in a graph. |
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Compares activity of multiple workgroups. This view rolls up statistics for selected workgroups, displaying workgroups selected by the user as rows, and selected workgroup statistics as columns. |
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Statistics for a selected workgroup. This view does not show the workgroup queue or the directory.
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