The content in this article is appropriate for: Administrators and Supervisors
The Real-Time Overview Report is part of the Supervisor section in SC ACD.
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Agent ID #
Agent Name: dropdown list displays Agent Features
Agent Status
Available
Connecting
In Call
Dispo
Manual Dial
Restroom
Training
Offline
*The above statuses serve as a reference only. If options have been configured for you, they will appear in the list.
Time in Status
Program: displays only when agent status is In Call or Dispo
Team: campaign/team name that displays when Program is displayed
Handled Calls: number of agent's calls from current shift
Talk Time: agent's total in-call time from current shift
Manager
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Click Filter on the right-hand side of the Agent Overview
From the Agent Filter and Status Filter dropdowns, choose the options you wish to be displayed
Click Update Agent/Status Settings to be shown the selected assignments
💡These filter settings are saved once you exit the Real-Time Overview.Selecting Advanced Filter and unchecking the Disable Filtering (show all) option will allow you to make these filtering choices for each table.
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Doing so will display only the selected parameter
*These filter settings are not saved once you exit the Real-Time Overview.