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Call center softphone - Monitor Live agents status

Nikunj Gabani

July 22, 2022 08:59

Planned

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Hello,

It would be better if we have more presence options. So, admin can configure presence such as break, lunch, to make outgoing calls, auto-in (means agent is in queue), login, logout, work on project, work on escalation etc.. with an abbreviation or identification.

In addition, all presence times should be shown by the PBX or wallboard so that the manager or supervisor can monitor the agent's presence/times and assign tasks accordingly.

This feature can help the manager to view all the reports like what the agent has done in his shift like when he login/logout and how long he is in queue etc.

Thank you

 

 

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3 comments

• 0
  
  Chris July 22, 2022 09:39

  Hi Nikunj,

  This is something we already plan to implement in the future updates.

  I think it's important to add more options here, you cannot analyse anything if there are just "pause" and "log out" options.

  

  And after the status options become diverse, there are surely some corresponding reports being generated.

   

• 0
  
  Nikunj Gabani July 22, 2022 09:50

  Hi Chris,

  Will it be in Linkus as well? I think, it's important to have it in Linkus because nowadays companies opt for apps first but may also switch to web browsers in future.

• 0
  
  Chris July 22, 2022 10:03

  I am not sure whether it will be in Linkus.

  Since your role is an extension when you log in to the linkus mobile, it seems that linkus does not recognize you as an agent in a queue.

  If you are not recognize as an agent, you don't have agent status, so surely you cannot switch status.

  And also, I think it's hard for managers to monitor agent status on mobile, the screen size is too small.