Agent Presence in WebRTC

Created by Jens Leijon, Modified on Tue, 08 Nov 2022 at 06:55 AM by Jens Leijon

Agent Presence is found in the agents view under this icon

This view list all online and offline agents in the system and their statuses and also all queues in the system and makes it really easy to see the current status of your co-workers. This view auto-updates to show the statuses live.

As you can see below the agent can have different statuses:

Online = Logged in to the system and not engaged in a call

Offline = Not logged in to system

Busy = Engaged in a call

Paused = Logged in to system and in a pause status


Using the buttons on the right you can easily call a co-worker or transfer an active call to that co-worker. Just as you can from the webRTC bar.

You can search or filter the results shown in this view by using the search bar (1) or the filter options for teams and queues (2)

As you can see in the Queue tab you can also transfer or call to queues really easy. You can also see how many calls are active right now in that queue. Here you can also search like in the Agent tab.

To activate or de-activate the access to Agents Presence for agents you just go to the permissions tab on the Edit Agent view when logged in as an administrator.



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