Contents

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.

Icon	View Details	Appearance
	Agent Details 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.
	Agent Graph 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.
	Agent or Workgroup Queue 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.
	Agent Overview Statistics of several agents in one or more workgroups. Statistics for each agent can be expanded to show activity in workgroup queues.
	Workgroup Details Shows details about a selected workgroup. This view includes the directory, the statistics and the queue (if applicable).
	Workgroup Directory Shows member agents of a workgroup in a directory.
	Workgroup Graph Rolled-up statistics on selected workgroups presented in a graph.
	Workgroup Overview 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.
	Workgroup Statistics Statistics for a selected workgroup. This view does not show the workgroup queue or the directory.