Live Page
The Live page provides real-time insights into agent activity, statuses, and availability, refreshed every 5 seconds. It is accessible to account administrators, allowing them to monitor up-to-date information on the status of all agents related to the account as follows:
- 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 finalizing tasks after their call.
The Away Agents chart shows the number of agents marked as away, based on the away statuses managed by admins in the settings.
Calls In Progress
The Live Page also displays calls in progress, allowing admins to coach or join calls for training purposes when necessary.
No additional actions are required beyond accessing the Live Page to monitor ongoing calls. Admin users can easily decide which calls to join or coach using the available 'Join' or 'Coach' options for live calls.
How To Manage Away Statuses
Step 1: Login to Portal with your Maqsam Username and Password.
Step 2: As an Admin user, navigate to the Settings page.
Step 3: Under Account Settings, Click General.
Step 4: Under Custom Away Statuses, you can add as many statuses as needed, allowing agents to personalize their away statuses..
Step 5: Click Update to save changes.
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