Article 10020: Viewing Agent State Report in ACD Monitor

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8
Applications: ACD Monitor
Telephone systems: All
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Summary

The Agent States report in the ACD Monitor has the ability to display numerous pieces of information about each agent. You can select which pieces of information are displayed in the agent cell as well as on the tooltip.

To display the Agent States report, click the States button in the Queue Panel. The report is a tabular display that reports real-time queue activity for the queue or queue group.

To choose the color of the agent cells, from the main menu select Tools, Color Legend. A button is present in the dialog box for each state. Click the arrow to select a different color for a given state.

To choose the number of lines for each agent cell, from the main menu select Properties, States Grid. Cells of the States reports can display a fixed number of lines of text per cell, or resize dynamically as data is refreshed.

To select the data that each cell in the States report displays, right click anywhere in the report. The options for display available on the menu include:

  • the agent state icon
  • the agent ID
  • the agent name
  • the agent nick name
  • extension
  • the ACD Queue ID
  • a state character
  • the amount of time the agent has spent in the current state
  • calling or called number (only for some telephone systems)

Users can choose to display all, some, or none of these items in the cells of a the States report or a map layout. By default, the agent state icon, agent ID, agent name, and the amount of time the agent has spent in the current state are displayed.

If an item is still not displayed, for example the agent name, even though it is selected on the menu, then check to ensure the agent has a name entered in the TASKE Administrator, Database mode.