Instruction for working with the State history tab of the Agents section (Supervisor)

1. Description

The State history tab is designed to view the chronology of states in which the Agent has been. It allows tracking periods of activity, pauses, waiting, missed calls, queue time, and other statuses throughout the working day.

The page consists of the following elements (Fig. 1):

• Top bar with Agent information and status (Fig. 1.(1));

• Filter panel (Fig. 1.(2));

• Table with the list of states (Fig. 1.(3));

• Pagination elements (Fig. 1.(4)).

1.2. How to change the Agent status

To change the current status of an Agent, make sure you have the appropriate permissions.

1. On the top bar, find the block displaying the current status of the Agent and the timer showing the duration of this status (Fig. 2).

2. Click on the timer field. A drop-down list of all available statuses will appear:

• – Offline;

• – Online;

• – Pause.

3. Select the required status by clicking on it.

If you select the Pause status:

• the Select a pause cause modal window opens automatically (Fig. 3);

• choose the required reason from the list;

• after selecting, click the OK button.

After the status is changed:

• the Agent status is updated on the panel;

• the timer resets and starts counting from the new status.

1.3. How to call an Agent

On the State history tab, you can directly initiate a call to the Agent if you have the appropriate permissions.

To make a call:

1. Click the Call button on the top bar (Fig. 5).

2. A minimized call window appears in the lower-right corner (Fig. 6). Dialing begins.

3. When hovering over the window, it expands (Fig. 7), showing control elements:

• – mute microphone button;

• – microphone off;

• – hold button;

• – Call on hold.

4. To end the call, click the End Call icon .

After completion:

• the call window closes automatically;

• you return to the current Agent card view.

1.4. How to work with the registry of records

Below the filter panel, a table is displayed containing the list of states in which the Agent has been (Fig. 8).

The table includes:

• Select visible columns icon (Fig. 8.(1));

• Manual refresh icon (Fig. 8.(2));

• The data table itself (Fig. 8.(3)).

The table displays the states recorded within the contact center:

• State — the status in which the Agent was (e.g., Waiting, Break out, Online, Pause, etc.);

• Start — the time when the state began;

• End — the time when the state ended;

• Duration — the total amount of time spent in this state.

1.4.1. How to select visible columns

To configure which columns are displayed in the table:

• Click the Select visible columns icon (Fig. 8.(1)) — the Select visible columns modal window opens (Fig. 9).

• Check the boxes for the columns you want to display.

• Clear the boxes for the columns you don’t want to display.

• Close the window — the table updates according to your selection.

1.4.2. How to refresh the table

To refresh the data manually, click the Refresh icon (Fig. 8.(2)).

1.5. How to apply state filters

The filter panel on the State history tab allows selecting state records by specific parameters. The panel is located below the top bar and includes the following elements (Fig. 10):

• Filtering fields (Fig. 10.(1));

• Reset filters icon (Fig. 10.(2));

• Expand filters icon (Fig. 10.(3)).

To filter by a specific period:

1. Click the From field — the calendar opens.

2. Select the start date and time of the required period.

3. Click Add — the selected date appears in the field.

4. Repeat the same steps for the To field to set the end date of the period.

1.6. How to view table pages

Pagination elements are available below the records table:

• Buttons to navigate to the previous or next page;

• Rows per page selector: 10, 25, 50, etc.