RUBY Supervisor: Agent Status display explanation

[Belinda Frick]

Agent:
The agent names will be displayed.

Clock-in Status:
When activity on the PC is detected the agent will be displayed as clocked in.
If an agents PC remains inactive for more than an hour, they will be displayed as clocked out.

ACD Status:
This is whether the agent is logged in to the call center or not.
The status will be green if the agent is logged in.
The status will be black if the agent is logged out.
When the agent is on DND then the status will be Red.

Application:
This is the application the agent is currently working in, it will change as he shifts
through different applications.

Direction:
This is the call direction, it will display whether a call is incoming or outgoing.

Call Type:
This will show whether the call is cellular, VoIP, or Telkom.(Landline).

Number:
This is the telephone number of the person the Agent is speaking to. For incoming numbers
to be displayed CLI must be activated on the PABX.

Destination:
This will display the destination of the call. This information is provided by the rate prefix.

Agent Status:
This will show whether or not the agent is:
busy on a call or
whether the phone is idle (Not in use), or
out.

Besides being at work, and being logged in, some PABXs support a third status, which Ruby
categorises as "available".

Green is "logged in" and "available" to take calls. The agent can receive calls.
Red is "logged in", but "unavailable". If supported, wrap-up time falls under this category.
The agent can't receive calls when unavailable.
Black is "logged out". The agent can't receive calls when logged out.

The Ruby PC Board send OUT to Ruby when it is
closed. This means that they were busy on a call
when they closed the PCboard. They are clocked out
of Ruby and the call they are busy with will not
be added to the Callcentre stats.