The Realtime page provides flexible customization options for creating a preview of your call center calls and activities according to your needs. You can find the following controls in the top right:
1. Apply Filters
Click the filter button and select the required desks, skill groups, and agent states to display the associated data on the Realtime page.
2. Clear Filters
After you set the filters, panels with filter data appear on the left. You can hover over the panels for details.
Click the clear buttons to reset.
3. Define Settings
Click the settings icon to customize the layout, set alerts, and select the states that will appear in the agents list.
Layout
To choose a layout for your Realtime desktop screen:
In Realtime Layout Type drop-down list, select whether you are doing manual, dialer, or mixed calling.
Apply one of the suggested layouts, which is the most optimal for your needs.
Click Show Full Screen to view an enlarged version of the screen.
Click the Save Changes button in the top right.
Alerts
Here, all users can set their alerts for the agent list, general info, groups, and incoming calls.
To set alerts:
Switch to the Alerts tab.
Click one of the tab to expand it, for example, click Agent List Alerts.
Enter alert name.
Select priority:
Sorted - enables setting priorities for showing some agents in the list on the Realtime page
Unsorted - the agents will appear at the bottom of the list
Hidden - select it if you wish to exclude some agents from the page (for example, offline agents).
Select the sort level. The smaller the number, the higher the line will appear on the Realtime page.
Select color.
Select a field, condition, and value. For example, you can create an alert for agents in a call as follows:
Click Add New Condition to define another condition in the alert. For example, you can set state duration.
Click Preview to preview the alert on the right.
Click the Save Changes button in the top right.
States
On the States tab, you can:
turn on the agent states for the States filter
choose colors and icons for agents in different states to distinguish them in the Agents table easily
drag and drop the lines to reorganize the states' order for the Agents table
4. Enter TV Mode
After you click TV Mode, you enter full screen. In this view, you can select a different Agent grid size.
Click Exit TV Mode to return to the default view.