☎️Agent phone real-time status

You can access the phone card list by selecting the "Information Center" item in the left FIRST LINE menu and clicking the "Phone Real-Time Status" button. After entering the list, you can immediately view the phone status of all agents, making it easy for managers to review the overall situation.

Phone Status

Enter the status list, where you can quickly identify an agent's phone status by the card color. Currently divided as follows:

• Blue: Indicates the agent is ready and can take incoming calls.

• Yellow: Indicates the agent is busy and currently on a call with a customer.

• Red: Indicates the agent is not ready, resting, or in another status.

Listening Functions

When an agent is on a call, administrators can move the mouse over the card to reveal the following four listening buttons. The four functions are:

Function Name	Instructions	Whether to interrupt the original call
Listen	Supervisor silently monitors the conversation between the agent and the customer; neither party will notice.
Conference	Supervisor joins a three-way conference with the agent and the customer.
Transfer	Supervisor takes over the call with the customer; the agent is forcibly removed.	✅ Yes, the agent is removed from the original call
Guide	Supervisor talks privately with the agent; the customer cannot hear.

View a single agent's status change timeline

To view the status changes of a single agent, click the agent's card to see a detailed timeline of their status changes, helping you track the agent's status history.