Live Page
Live page is where you can get all the insights of live stats related to agents activity states and availability refreshed every 5 seconds and can be viewed by administrators of the account.
The live page is accessible by the admins of the account with live update of the states of all Agents related to the account and their live states as follows:
Agent States:
- Available: Agent is Available.
- Busy: Agent is busy with a call.
- Away: Agent away from keyboard.
- Absent: Agent is Offline.
- After Call Work: Agent is working after a Call.
Away Agents displays the number of Agents away according to the away statuses managed from settings by admins.
Calls In Progress
Live Page also displays the calls in progress with the ability to coach or join by admins for the purpose of training once needed.
No need to do anything other than just accessing the Live Page in order to monitor the ongoing calls and deciding on which to join or coach the calls using the options Join or Coach available for ongoing calls which are accessible by Admin user accounts.
How To Manage Away Status
Step1: Login to Portal with your Maqsam Username and Password.
Step2: As an Admin user account navigate to Settings.
Step3: Under Account Settings, Click General.
Step4: Under Custom Away Statuses you can add as many as you would like to allow agents to customize their away statuses.
Step5: Click Update to save changes.
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