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On the Realtime page, you can monitor your agents’ work real-time per desk.
To enter the page, click Realtime in the main menu.
To adjust the view, you can use numerous settings, sorting and filtering options.
The page presents data on incoming calls per queue and shows detailed real-time data for each agent.
In the page header, there are various filtering and sorting options, as well as settings you can use to view the information you need.
Under the header, information on queues is located. These statistics are related to incoming calls only.
In the Queues Waiting Calls section, the currently waiting calls are displayed.
In the Queues section, the statistics for each queue is shown.
In the boxes below, you can see real-time information per agent.
Call status
If the agent sets DND status in their PBX, it will appear here
The agent’s name and extension number
The destination phone number (for outgoing calls)
Actions (Please see the topic below)
The total pause time for the agent
The duration of the current state
The caller ID (the DID number displayed to the destination party of the outgoing calls)
Indicator of the agent's Internet connection. If you hover over the indicator, you can see the last latency. Administrator users can change the sensitivity of the network checker by modifying the lagged_time parameter in Configuration > Admin Page.
a. good connection
b. bad connection
The caller’s phone number (for incoming calls)
The number of incoming and answered calls within the selected timeframe
When you click Actions on the agent's card, the following options become available: