Monitor CyDesk agents

The display indicates the agent’s status, by expanding the tree we can see the queues an agent is a member of and the current extension the agent is logged in at.

 When an agent is on a call to a contact whose details are registered in an integrated CRM, the details of the caller will be displayed in the CyDesk Manager Real-Time screen.

Agent Control from CyDesk Manager

By right-clicking on an agent in CyDesk Manager the supervisor / administrator may perform various actions such as putting an agent on a break, setting an agent ready, and forcing an agent to log out.

Agent Details View

When the user right-clicks on an agent name and select ‘Show Details’, the Agent Details View screen will be displayed as shown below. The statistics reset daily at midnight.

 The top left of the screen identifies the agent, the time and date the report starts and finishes. Totals for each activity type are provided in a list on the left hand half of the screen. The bottom left corner details the most recent activities of the agent. The window area below the Graph displays the break types and the duration of each break type for the agent today.

The graph represents the time the agent has spent in the 5 statuses today.

• Avail – the total time agent is available to take calls
• CyCC Calls – the total time spent on calls related to a queue
• Wrap-up – the total time spent in wrap-up mode each call
• Break – total time spent on breaks
• Other Calls – total time spent on other calls (not related to a queue)

Agent Details View Option

The ‘Set Start Time’ option changes the data shown in the Agent Details View. Any data before the start time will be ignored. This is a global setting that affects all agents.

 By default the start time is set to 09:00. Thus if agents logged in earlier than that, their activities prior to 09:00 is filtered out by the Agent Details View.

The ‘Suspend Updates’ option stops the Agent Details View from showing any further update for that particular agent. No actual data will be lost while Agent Details View does not update its screen.

 The ‘Break Exclude Calls’ option changes how the Agent Details View handles breaks. With the option turned off, break reporting works the way it always has, but turning this option on makes breaks be ‘interrupted’ by calls.

 For example:

Agent goes on a Coffee Break.

After 10 seconds makes a call. That call lasts 12 seconds.

The agent stays on a break for a further 41 seconds.

With the option turned off, the Agent Details View will show agent had 1 break for 1:03 minutes.

With the option turned on, the Agent Details View will show agent had 2 breaks for 51 seconds.

Selecting ‘Show Pie Chart’ from the options menu allows the statistics to be displayed as a pie chart.