Agent Information
Extension
The agent's extension.
First Name
The agent's first name.
Last Name
The agent's last name.
Location
The agent's current location setting.
Return Time
The time the agent is due to return.
Answered
Number of phone calls the agent has answered for that queue.
Avg Talk
The average talk time for each call.
Access
The level assigned to the agent for queuing.
i.e. They may be set to Pick Up calls, instead of receiving them automatically.
Skill
Each agent is assigned a skill level from 1 to 9 depending on company requirements.
If an agent is skill level 9, then he/she will receive priority to answer the call over an agent with a skill level of 3.
Entry Time
Agents can be assigned a start time for a queue call that will enable the queue call to be delivered to their extension only after a call has been queuing for a specified timeframe.
Entry Count
Agents can be assigned an entry count for a queue call that will enable the queue call to be delivered to their extension only after a set number of calls have been queuing.