When logged in as an agent the 4 zones as shown below will be displayed.

Zone 1 - Queue

Here you can find the routed interactions from the assigned Routers that are waiting for an Agent.

If you are a member of multiple routers, use the drop-down arrow to select the required routers.

The queue section of the screen can be hidden by clicking the side arrows.

Zone 2 - Router Statistics

These statistics report on data for routers that the agent is a member of. To see the statistics in more detail, click the downward arrow.

Once expanded, use the directional left and right arrows to scroll through the 4 sections as shown below. The blue box has highlighted the 4 tabs. 

Each tab reports against a different combination of interaction types.

Phone Interactions

Webchat Interactions

SMS & WhatsApp Interactions

Email Interactions

Router statistic definitions

Warning Icons - Thresholds

Administrators, and Supervisors if allowed, can set up ‘Attention’ and ‘Action’ thresholds.

Attention thresholds are indicated by a yellow/orange exclamation.

Action thresholds are indicated by a red exclamation.

They are based on:

• Service level %
• Queue length
• Max. waiting time
• Active agents

Customer Satisfaction Survey

Otherwise called an interview, if configured, contacts that enter the platform can be offered a customer satisfaction survey (CSAT) so that agents, supervisors and administrators can monitor satisfaction levels.

If configured, an agent is shown the combined results of any single CSAT survey question.

Filtering to specific routers

By default, information from all the Queues you are signed into is displayed. In Zone 1, the selection is set to 'All,' and in Zone 2, the corresponding statistics for all Queues are shown.

If you select a specific Queue from the list, only the information for that Queue will be displayed. The number behind the name of a Queue indicates the number of waiting interactions.

Zone 3 - Presence Status

This is where an agent's presence can be quickly changed if required. 

Statuses will always be presented in the same order.

1. Green - Available
2. Blue - Custom
3. Red - Unavailable
4. Yellow - Busy
5. Grey - Offline

Other Statusus

Forced Offline: The routed call was not answered in time and caused a “Forced Offline” status for the Agent.

This status occurs when an incoming call is routed to an agent, but the agent fails to answer within the designated ring time or response window. As a result, the system interprets the lack of response as the agent being unavailable or unresponsive and automatically changes their status to "Forced Offline."

Working: Taking an Inbound Call
The "Working" status indicates that the agent is actively engaged in handling an inbound call.

On the Phone: Making an Outbound Call
The "On the Phone" status is used when the agent is engaged in making an outbound call.

Only system admins can create and edit statuses.

• Your status may change if your system is linked to your Outlook calendar or Teams. However, you can still manually adjust your status.
• Your status will be automatically updated by the system, for example, when you make or receive a call. Once the call ends, the system will revert your status to what it was before the call.
• If your status is anything other than "Available" and you receive a direct call, your call forwarding settings may automatically redirect the call to another destination. You can view and adjust your forwarding settings via the ‘Settings’ icon.

Status keyboard shortcuts

You can use the keyboard shortcuts below to change your agent/user status quickly.

Ctrl + Shift + V = Available

Ctrl + Shift + D = Do not disturb

Zone 4 - Menu Bar

For more details on the menu bar, check out the guide here.