680388

Siemens myAgent Manual

18
Zoom out
Zoom in
Previous page
1/92
Next page
Functions for Agents with the Authorization Level of an Agent
A31003-P3010-U106-16-7619, 03/2014
18 myAgent, User Guide
List of Contact Center Calls
• If you are not conducting a call at present and are not receiving a contact
center call, click on Log Out in the tool bar.
• If you are conducting a call at present or receiving a contact center call,
close myAgent.
INFO: Any pending contact center call for you will be returned to
the queue when you close myAgent.
Related Topics
5.2 List of Contact Center Calls
The List of Contact Center Calls shows details on the current calls, faxes and
e-mails in real time.
As an agent with the Agent authorization level, you can see the calls, faxes and
e-mails of every queue to which you are currently assigned. As an agent with
authorization level of a Supervisor or Administrator, you can see the calls, faxes
and e-mails of all queues. The following information is displayed:
• Call ID
A unique number identifying a call, fax or e-mail. It is increased by one with
every call, fax and e-mail.
• Call status
– For a call: shows whether the caller is still waiting or on the phone
(talking).
– For a fax or e-mail: shows whether the fax or e-mail has already been
read.
•Queue
•Q-Pos
Position in the queue
• Wait time
Time spent waiting, in seconds
•Talk
– For a call: Time spent talking, in seconds
– For a fax or e-mail: time spent, in seconds, from the opening of the fax or
e-mail until the screen pop is closed
•Pickup
– For a call: time spent, in seconds, from the first ring at this agent until
acceptance
– For a fax: time spent, in seconds, from the time the fax was placed in the
queue until it is accepted by an agent
– For an e-mail: time spent, in seconds, from the time the e-mail was placed
in the queue until it is answered by an agent
• Callno
– For a call: phone number of the caller, if transmitted
… 18 …


Need help? Post your question in this forum.

Forumrules


Report abuse

Libble takes abuse of its services very seriously. We're committed to dealing with such abuse according to the laws in your country of residence. When you submit a report, we'll investigate it and take the appropriate action. We'll get back to you only if we require additional details or have more information to share.

Product:

For example, Anti-Semitic content, racist content, or material that could result in a violent physical act.

For example, a credit card number, a personal identification number, or an unlisted home address. Note that email addresses and full names are not considered private information.

Forumrules

To achieve meaningful questions, we apply the following rules:

Register

Register getting emails for Siemens myAgent at:


You will receive an email to register for one or both of the options.


Get your user manual by e-mail

Enter your email address to receive the manual of Siemens myAgent in the language / languages: English as an attachment in your email.

The manual is 0,83 mb in size.

 

You will receive the manual in your email within minutes. If you have not received an email, then probably have entered the wrong email address or your mailbox is too full. In addition, it may be that your ISP may have a maximum size for emails to receive.

The manual is sent by email. Check your email

If you have not received an email with the manual within fifteen minutes, it may be that you have a entered a wrong email address or that your ISP has set a maximum size to receive email that is smaller than the size of the manual.

The email address you have provided is not correct.

Please check the email address and correct it.

Your question is posted on this page

Would you like to receive an email when new answers and questions are posted? Please enter your email address.



Info