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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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  1. Click Filter on the right-hand side of the Agent Overview

  2. From the Agent Filter and Status Filter dropdowns, choose the options you wish to be displayed

  3. Click Update Agent/Status Settings to be shown the selected assignments
    💡These filter settings are saved once you exit the Real-Time Overview.

  4. 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.