Operators
Detailed information about operators
For each operator, in addition to its status (Online, Offline), the following are tracked:
Operator occupation (Fully occupied, In call),
Operator status (Online, Away including an away reason). For each status, the length of time spent in this status is indicated,
The number of accepted and waiting sessions for the given live channel (chat, telephone),
The total number of slots available for live channels,
The number of accepted and pending sessions for a specific Offline channel (Facebook Messenger, WhatsApp, Apple Messages for Business, VK),
Total number of slots available for Offline channels,
Number of accepted and pending emails,
Number of slots available for emails.
In addition, aggregate data are calculated at the level of each group, which is more indicative of the utilization of the group as a whole.
Call center management options
The supervisor has the following options to manage call center operations:
By clicking on the column of a given channel, a toggle switch will be displayed to enable/disable the specific channel on operator level
When an operator has a currently accepted or waiting session, the supervisor can look at the details and monitor its progress.
By clicking on the name, it is possible to go to the Users section where the operator's profile can be managed.
The supervisor also has the option to change the operator's status from Online to Away or to select a specific away reason from the list.
If you see in the list an operator who should not be logged in, you can log him out.
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