☎️Agent phone real-time status
You can go to the phone card list by selecting the "Phone real-time status" button under the "Information Center" item in the left-side FIRST LINE menu. After entering the list, you can instantly see all agents' phone statuses, making it easy for administrators to review the overall situation.
Phone Status
Enter the status list, where you can quickly identify an agent’s phone status by card color. It is currently divided as follows:
Blue: Indicates the agent is ready and can take incoming customers.
Yellow: Indicates the agent is busy, currently on a call with a customer.
Red: Indicates the agent is not yet ready, resting, or in another status.
Monitoring Function
When an agent is on a call, the manager can move the mouse over the card to display the following four monitoring buttons. The four functions are as follows:
Listen-in
The supervisor silently listens to the conversation between the agent and the customer; neither side will notice.
Conference
The supervisor joins a three-way conference with the agent and customer.
Transfer
The supervisor takes over the call with the customer, and the agent is forcibly removed.
✅ Yes, the agent exits the original call
Coaching
The supervisor and the agent speak privately; the customer cannot hear.
View a single agent’s status change timeline
If you need to view a single agent’s status changes, you can click the agent’s card to view a detailed timeline of status changes, helping you keep track of the agent’s status history.
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