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Agents

The Agents page is located at Projects > Telephony Activity > Agents.

The Agents page displays statistics for each individual agent who is logged in to a module in the currently selected view, as well as aggregated statistics for all the agents.

Viewing aggregated statistics

The statistics bar aggregates the statistics from all the agents who are logged in to a module in the currently selected view.

Statistic definitions

Statistic	Definition
Max Elapsed Time	The longest time that has elapsed since a module was activated (the longest Time Elapsed value for a single module out of all the modules).
Total Calls	The number of calls placed for all modules in the view (the sum of the Total Calls values of all modules).
Total Lines Used	The number of lines currently being used by all modules in the view (the sum of the Lines values of all modules).
Total Agents	The number of agents currently logged in to all the modules in the view.
Agents Waiting	The number of agents currently waiting for a call.
Agents Talking	The number of agents currently talking on a call.

Viewing individual statistics

The main area of the Agents page displays statistics for each individual agent who is logged in to a module in the currently selected view. Depending on which display format you have selected, these statistics will be shown slightly differently. To toggle between the two display options, click in the header.

Card display

In card display, each agent who is logged in to a module in the currently selected view appears as their own card. The project name and module name are shown along the top, followed by the agent's current status (which is also indicated by the color along the top of the card). The remaining statistics are displayed underneath.

Field definitions

Statistic	Definition
Elapsed Time	The length of time that the agent has had their current status.
Total Calls	The total number of calls that the agent has taken during the current session.

Grid display

In grid display, each agent who is logged in to a module in the currently selected view appears as a row in a table. Each column contains a different type of information about the agent.

Column definitions

Statistic	Definition
Server Id	The server number.
Agent Id	The sequential ID of the agent.
Agent Name	The name of the agent.
Module Name	The name of the module to which the agent is logged in.
State	The status of the agent.
Elapsed Time	The length of time that the agent has had their current status.
Call Time	The length of time that the agent has been connected to their current call.
Total Calls	The total number of calls that the agent has taken during the current session.