The Agents module shows who is currently logged in and what your colleagues are doing. It lists you and all logged-in agents who share at least one skill and one language with you. The list is updated continuously while the module is visible.
Columns
The icon at the start of each row shows the colleague’s state. Visible by default are:
| Column | Content |
|---|---|
| Name | The agent’s name. |
| Presence status | Their presence on the phone system, for example available or away. |
| Working state | What they are currently doing, for example whether they are handling a conversation. |
| Activity, Wrap-up | Whether they are in an activity — and which one — or in wrap-up. |
| Idle | Whether they are currently free. |
| Inbound Skills, Outbound Skills, Languages | What they are responsible for. |
| Current Conversation Duration | How long their current conversation has been going on. |
You can show further columns, for example Logged in at, Last activity, Activity time, Wrap-up time, Idle duration, Is supervisor or the state per channel such as Phone state and Chat state. Supervisors also see counters of presented, connected, missed and rejected conversations, handling times and technical details such as Device IP. Anyone can show the Microphone muted column; for supervisors, it is visible from the start. How to show and hide columns is described in Customizing lists.
Calling a colleague
Double-clicking a colleague calls them. If you are on a call, this becomes a consultation call: your caller waits while you talk to your colleague — see Transferring and consultation calls.
Supervisors also control their agents via the context menu — see Controlling agents.